Help Desk Call Center: Full-service, Co-managed and Consulting Expertise
Introduction to Progent's Help Desk Services
In most IT environments, only a small percentage of Help Desk service requests are resolved on the first call. Consequently, clients rarely have a positive image of Help Desks. Progent's nationwide online remote support team is modeled on Progent's proven concept of the Help Desk as a solutions-driven group of service professionals who combine the expertise and efficiency of certified engineers with the tracking and reporting advantages of modern Help Desk technology. Whether your business wants immediate, one-time access to urgent online support, a dependable ongoing Help Desk service provider, a transparent extension of your in-house Help Desk, or consulting expertise for creating or improving your own Help Desk, Progent can provide a cost-effective solution.
Progent's Help Desk services and consulting expertise cover four areas of network support and management and are intended to address the needs of businesses of any size from small offices to large enterprises:
The Help Desk Model for IT Service Delivery
Progent's IT technical support services are based on a proven Help Desk model refined during more than 20 years of providing online assistance and troubleshooting to businesses nationwide. Progent's Help Desk service delivery model gives small businesses an alternative to reliance on freelance consultants by offering the broad and in-depth technical expertise and consistency of service of a large support organization, plus the real-time ticket tracking, accountability and reporting of a well-managed Help Desk built on the industry's most advanced professional services automation (PSA) tools. Find out more about Progent's Help Desk Model for IT Support.
Help Desk Service for Small Businesses
Progent's Help Desk Services for Small Businesses are intended for companies with few if any in-house IT personnel and who need the on-demand availability of a professional Help Desk with effective phone support and the ability to escalate problems. By utilizing Progent's full-service Help Desk, small businesses save money and administrative hassle and benefit from enterprise-class phone support and online troubleshooting. Find out more about Progent's Help Desk Service for Small Businesses.
Co-managed Help Desk Services
Progent's Co-managed Help Desk service is a collaborative support solution based on the leading shared PSA tool for incident request, ticketing, tracking, ownership assignment, metrics and reporting. Progent's Co-managed Help Desk service is designed for businesses with between 50 and 500 end users and allows IT organizations to split responsibilities for Help Desk services transparently between their in-house IT staff and Progent's nationwide pool of technical support experts. Support responsibilities are based on Level 1, 2 or 3 incidents. Progent handles a specified service level or levels (typically Level 1 and Level 3), and service requests as well as escalation are dependent on client approval and transparent to end users. Progent provides licensing, training, and pre-approved escalation management. Find out more about Progent's Co-managed Help Desk Services.
Help Desk Outsourcing: Cost and Productivity Benefits
Progent's Help Desk Call Center outsourcing and co-sourcing services deliver major business value in comparison to managing a Help Desk staffed by internal personnel. Many of the benefits of outsourcing your Help Desk, such as increased computer availability, have clear productivity advantages but are difficult to quantify in dollars and cents. Other areas, such as salaries for in-house staff vs. the per-minute pricing of Progent's support services, can be deceptive at first glance. This discussion explains some of the key cost and productivity issues related to choosing an in-house or an outsourced/co-sourced Help Desk. Learn about the cost benefits of Progent's Help Desk outsourcing services.
Help Desk Consulting and Staffing Services
Progent's Help Desk Consulting Services can assist you in building an effective new Help Desk or improving your current one, selecting or customizing Help Desk software to meet the special needs of your business, or adding temporary staff to supplement your internal Help Desk resources during high-demand events such as migrations or upgrades. Find out more about Progent's Help Desk Consulting and Staffing Services.
Why Choose Progent?
Progent is a Microsoft-Certified Partner and Progent's Help Desk staff of Microsoft and Cisco certified experts gives your customers easy access to a dependable technical resource with years of experience providing phone support and remote access troubleshooting for networks based on Microsoft technology. Progent's focus is on giving the Help Desk a positive image as a solid contributor to company performance. Progent's goal is to resolve rather than merely report problems. Progent's target for long-term clients is to exceed 80% first-call resolution. First-call resolution is a significant factor in reducing the average cost of Help Desk calls, improving the image of IT generally and the Help Desk specifically, and improving user productivity and satisfaction.
How to Get Started with Progent's Help Desk Call Center
To find out how Progent's Help Desk Services can help your company, call
If you are not currently a client of Progent and you are in urgent need of online technical support, you can request immediate help now by visiting Progent's Technical Response Center Sign-up page.
An index of content::
Remote Employees Security Network Consultants
Support and Setup Offsite Workers Endpoint Security
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Immediate Network Consultants Android and Power BI integration
24/7/365 Support and Setup Android and SharePoint integration
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Largest Small Business Wireless Computer Consultants
Building-to-building Wireless Consultants
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Linux Phone-based Computer Outsourcing Consultant
Linux RedHat Phone-based Engineer
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Penetration Testing Security Consultants
Cybersecurity Penetration Testing Firewall Audit
Stealth penetration testing is an important part of any comprehensive IT system security plan. Progent's security experts can perform thorough intrusion checks without the awareness of your organization's internal network support staff. Unannounced penetration checking uncovers whether current security monitoring systems such as intrusion detection alerts and event history monitoring are correctly set up and consistently monitored. Progent can provide continuous autonomous PEN testing to map your internal/external attack surface and to identify ways that vulnerabilities, improper configurations, stolen credentials, skipped patches, and ill-advised IT product defaults can be combined by hackers into the multi-front attacks typical of the latest versions of ransomware.
Les Kent has a 35-year history of effective network integration, corporate management, sales, and operations. He has shown a knack for developing sophisticated IT solutions during his time as as a system designer, programmer, project manager, implementation expert, and problem solver for small companies, start-ups, and global corporations.
Private Clouds for Small Businesses Consulting Services
Virtual Machine Hosting Professional
Progent's ProSight Virtual Hosting service offers complete hosting of a small company's servers in a solution that delivers the highest level of availability and scalability and is also simple to transfer to any data center. ProSight Virtual Hosting and management services are based on proven virtualization technologies that allow small companies with multi- platform environments to economize dramatically on the costs of capital investments, system maintenance, and network administration while benefiting from enterprise-class fault tolerance and an unmatched level of vendor independence.
Remote Workforce IP Voice Support and Setup
Remote Employees IP Voice Network Consulting
Progent can assist small and medium-size companies to implement IP voice solutions to give their teleworkers the benefit of transparent access to the company phone infrastructure.
Solaris with Windows Specialists
Specialist UNIX, Windows
Progent's UNIX family consulting experts offer small businesses and software developers assistance with managing and maintaining UNIX, Linux or Solaris systems that operate with Microsoft-powered technology. Progent offers your business access to UNIX consultants, consulting professionals certified by Microsoft and Cisco, and security experts with CISA and CISSP credentials. This broad range of experience provides you with an easy one-stop consulting firm to help you create and manage a protected and reliable cross-platform network and communications solution that allows UNIX and Microsoft coexistence by combining Microsoft Windows with popular versions of UNIX such as Apple Mac OS X, Solaris, IBM AIX Open UNIX, HP-UX, BSD, SCO UNIX, and SGI/Irix or major Linux derivatives such as RedHat Linux, SUSE Linux, CentOS Linux, Ubuntu Linux, PCLinuxOS, fedora, Gentoo, Mandriva Linux, Debian GNU/Linux, and Slackware.
Windows 2000 Server Consulting Services
Online Technical Support Windows 2000 Server
Progent's certified Windows 2000 consultants can show you how to optimize the functionality of your current Windows 2K Servers and can streamline network management, provide technical support and troubleshooting, and strengthen security. Progent can also help you design, rationalize, and implement a strategy to migrate from Windows Server 2K to Microsoft Windows 2003 Server. Progent is expert in setting up pilot programs to reduce the obstacles associated with moving to Windows 2003 Server by identifying possible hardware and software compatibility problems.
Apple iPad and Windows integration Remote Consulting
24/7 Windows and macOS coexistence Remote Support Services
Progent's service specialists in Mac and Windows technology can help you integrate Mac and Windows computers into seamless networks with full sharing and workgroup functionality. Enabling efficient co-existence among a variety of servers and desktops powered by Apple Mac OS and Microsoft Windows requires broad knowledge of and experience with Mac and Windows technology. Progent's experience in Microsoft and Macintosh service makes it possible to offer world class assistance to companies that depend on these technologies to keep their strategic advantage. Progent's consultants can also help you to integrate Apple's iPhones and iPads with your Windows network.
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