Help Desk Call Center: Full-service, Co-managed and Consulting Expertise
Overview of 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::
Security patch management Professionals
IoT sensors patch management Specialist
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Windows and UNIX Technology Professional
Windows, UNIX, Solaris Troubleshooting
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Network Monitoring On-site Technical Support
System Center Operations Manager Online Support Services
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Fully Redundant Network Consulting Services
Redundant Network Specialist
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ISA 2006 Network Engineer
TMG 2010 Cybersecurity Firms
Microsoft ISA 2006 is a comprehensive edge gateway that offers a fully integrated application layer firewall, VPN, and web caching platform for safeguarding the Internet-facing applications of any sized business against a broad variety of attacks. Progent's Microsoft-certified Internet Security and Acceleration Server engineers can show you how to plan, rationalize, pilot, install, configure and manage the any edition of ISA Server 2006 on your information system.
Remote Support Services OS X
Apple OSX Tiger Technical Support
Progent's consultants can provide Mac users a range of services such as desktop support, Apple macOS and OS X expertise, Mac co-existence with Windows environments, Microsoft Entourage and Exchange Server help, network protection services, and custom education. Progent can assist clients to migrate to macOS from Mac OS X or other earlier versions of Apple OS X and Progent can provide expertise with Apple macOS and Mac OS X applications. Progent can also assist you with Apple iPhone integration and Apple iPad synchronization, or migrating to Apple's iCloud. For business environments built solely on Apple macOS or OS X or for systems with a mix of Mac, Linux and Windows powered servers and workstations, Progent's Apple, Cisco, and Microsoft professionals have the background and depth to deal with the complexity of designing, configuring and supporting a network environment that is available, secure, fast and aligned with your organization's business goals.
Consultant Services Mandriva Linux
24-Hour Ubuntu Linux Professional
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Best 802.11ax wireless controller Remote Consulting
Wi-Fi 6 LAN controller Remote Consulting
Cisco's {Catalyst wireless controllers simplify the administration of wireless networks by unifying the configuration and control of Wi-Fi APs, tuning wireless throughput by limiting the impact of radio frequency congestion, improving Wi-Fi availability with rapid failover, and hardening data security by detecting threats and analyzing network traffic according to user type and locale. Progent's Wi-Fi consultants can assist you to deploy Cisco Wi-Fi controller appliances to manage wireless networks of all sizes. Progent can help you to maintain and debug your existing Cisco-based Wi-Fi environment or implement a smooth upgrade to Cisco's latest wireless controller technology.
24x7 Power Pivot Programming Firms
Contract Development SSAS
Progent offers remote and onsite consulting to assist you with any facet of business intelligence reporting ranging from troubleshooting or modernizing reports to designing and implementing a comprehensive BI environment. Progent's BI experts can help your company to support your existing reporting system, assist you to migrate reports and databases from an outdated reporting product to a modern solution, and deliver as-needed remote training tailored to your specific requirements. Progent's business reporting and analytics professionals can provide experience in the leading business analytics reporting platforms such as Microsoft's SQL Server BI stack (Integration Services, Analysis Services, and Reporting Services), Microsoft Management Reporter/FRx, Microsoft Access, Crystal Reports, Power BI, Excel business analytics tools including Power Pivot, Power Query and Power View, and Report Designer.
Juniper SSL Router Computer Security Specialist
Juniper SA Series SSL VPN Technical Support Services
SSL VPN makes it possible to establish a secure Internet connection between an enterprise network and virtually any remote computer without the need for pre-installed client software. Progent's Juniper-certified consultants can help you design, manage, and troubleshoot SSL VPN solutions based on Juniper's AS Series of remote access appliances.
Windows 11 Snap Assist Support and Help
Windows 11 Training Consultant
Progent's Windows 11 consulting experts offer a variety of services to support Windows 11 including cloud solutions, mobile management, telecommuter access, data and identity security, automated deployment, and Help Desk support services.
Axapta Consultant
Retail Management System Consultant
Besides offering access to Microsoft Dynamics GP (Great Plains) consultants, Progent can provide consultants experienced in Dynamics AX (Axapta), Microsoft Dynamics NAV Business Management Software, Dynamics SL, Dynamics RMS, Macola ERP by Exact, MAS 90 ERP, and QuickBooks Pro by Intuit. Progent can provide programming, troubleshooting, management help, migration support, and 1-on-1 or group online training classes tailored to meet your specific needs. Progent's consultants also can help you build and support a protected, reliable network foundation to support your ERP, MRP and accounting applications.
ISA 2004 Standard Edition Server Specialists
Online Support ISA 2000 Server
Progent's Microsoft-certified ISA Server consulting experts have long backgrounds developing ISA Server-based security installations for information systems with multiple offices, remote users, and mission-critical web applications. Progent's Microsoft Firewall consultants can help your small business in planning and implementing a configuration of ISA Server 2000 or ISA 2004 Server that meets your network security requirements without adversely limiting your IT system accessibility. Progent's consultants can help you upgrade from Microsoft Proxy Server from ISA 2000 Server to ISA 2006 Enterprise Edition Server or ISA 2006 Standard Edition Server.
Duo MFA and Single Sign-on (SSO) Remote Support
Duo Zero Trust Security Setup and Support
Progent's Duo services utilize Cisco's Duo technology to protect against password theft by using two-factor authentication (2FA). Duo enables single-tap identity verification on iOS, Android, and other out-of-band devices.
SQL Server 2019 Disaster Recovery Remote Technical Support
SQL Server 2019 Enterprise Help and Support
Progent's certified SharePoint 2019 and SharePoint Online experts offer economical remote and on-premises consulting expertise, application development, and technical support services for organizations of any size who intend to migrate to SharePoint 2019 or SharePoint Online from older releases of SharePoint. Progent can assist customers plan and execute an efficient migration to SharePoint 2019 on prem, SharePoint Online, or a hybrid environment that incorporates onsite and cloud-based infrastructure into a cohesive information management solution.
Hornetsecurity Altaro VM Backup Local Specialist
IT Consultant Altaro VM Backup Encryption
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Microsoft Project My Sites Engineers
Microsoft 365 Project Pro Integration
Progent's Microsoft consultants offer advanced expertise in implementing, operating and troubleshooting all versions of Microsoft Project, Project Server, and Project Online and can provide a broad range of affordable online consulting services following proven best practices to help businesses of all sizes to get all the benefits of this powerful platform. Support services available from Progent include solution design, installation and upgrades, strategies for secure file and status sharing among onsite and offsite users, network optimization, and customized webinar training.
Anti-Spam Technical Support Services
Antispam Reseller
E-Mail Guard is Progent's affordable antispam and anti-virus service that offers small businesses world-class defense against spam, viruses, directory harvesting, and other types of email-borne attacks on computer networks. E-Mail Guard is powered by Postini's perimeter management technology, a full library of web-based spam filtering and anti-virus services that defuse email attacks before they can penetrate the corporate firewall. Perimeter Manager also lets administrators monitor and manage their e-mail systems, irrespective of server platform, hardware technology, or geographic location.
Professional Microsoft 365 Teams Integration
Remote Support Microsoft 365 Integration
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Multi-factor Authentication Professional
IT Services ProSight Duo MFA
Progent's Duo services utilize Cisco's Duo technology to defend against stolen passwords by using two-factor authentication (2FA). Duo supports single-tap identity confirmation on iOS, Android, and other personal devices.
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