Staffing and managing an internal Help Desk Call Center that can provide timely and effective desktop support is beyond the budgets of most small businesses. Even large organizations often find that their in-house Call Centers spend more time tracking problems than solving them. When this situation exists, the real cost of each incident is high both because of the time spent by the support staff and the productivity lost by the worker who reported the problem. Progent's Help Desk outsourcing services are results driven and can cut support costs, reduce management hassle, and improve productivity.

Progent's Help Desk Outsourcing Support Services are designed especially for small businesses who need immediate access to a Help Desk Call Center with expert phone support and full escalation capability but who have to work within a limited IT budget. Key features of Progent's Help Desk Outsourcing Support Services include:

Fully Staffed Call Center for desktop PCs provides you with fast access to Microsoft-certified engineers who can provide urgent technical support or advanced consulting services. Progent's seasoned remote support engineers have the knowledge and experience to resolve most problems on the first call, saving you time and money and maximizing your productivity.

Remote Desktop Access permits Progent's technical support specialists to have control of a client's desktop computer so that an engineer is virtually sitting in front of your PC while talking to you and troubleshooting your problem. This saves time identifying and correcting problems and verifying results.

Baseline Assessment is a recommended service that allows Progent to inventory and document desktop configuration, network infrastructure, and application environment in order to provide Progent's Call Center staff with useful background information for solving problems and improving desktop efficiency.

Prioritization and Escalation expertise allows Progent's Call Center staff to determine which desktop problems are central rather than dependent and to apply technical resources cost effectively to resolve reported issues. The availability of a broad range of application and system experts, including Cisco-certified CCIE network engineers, allows Progent to fix even the toughest problem.

24x7 Online Support is available through Progent's affordably priced Extended Hours Support Program, which offers round-the-clock access to the Technical Response Center to minimize network downtime. Services available outside regular business hours include resolving problems with Microsoft-based server products, Windows desktop support, help with Microsoft Office applications, network and system backup and restore, and basic routing and switching support for Cisco networking products.

Virtual Call Center Services add transparency to Progent's Help Desk outsourcing services by allowing Progent's technical experts to operate as a remote, seamless extension of your in-house IT support group. This service can include dedicated phone numbers, a custom greeting, automatic call routing to pre-assigned support staff, and custom reporting to your IT management. Progent's Virtual Call Center services can be used as your main Help Desk, as a safety valve to handle overflow work when your regular support staff is fully occupied, or as an escalation option for problems that require special expertise not available in house.

Per-Minute Billing provide fine granularity for the pricing of Progent's remote desktop support services. This ensures that quick fixes, which are common with desktop support, translate to small invoices so clients are not charged for services they never actually received. Progent's pricing model also eliminates retainers for support services provided during regular business hours, hourly minimums, and special fees for service startup or termination. Exceptions to Progent's by-the-minute billing are special fixed-price service packages such as Security Vulnerability Scanning that are billed by the job and offered at a substantial discount from Progent's standard billing rates.

Application Experts Team maintained by Progent is composed of certified specialists who offer in-depth knowledge about vital business applications. These experts are available to provide remote desktop support to resolve issues beyond the scope of typical Help Desk technicians. Practice areas supported by Progent's Expert Team include:

Why Choose Progent as Your Help Desk Partner?
Progent has more than a decade of experience providing desktop support and has developed and refined proven technologies and processes that have allowed Progent to deliver remote IT solutions to small and midsize businesses in every state in the U.S. (Check out Progent's customer testimonials.) The best practices embodied in Progent's Help Desk methodology include easy service initiation via phone, email, or web; automated trouble ticket generation and tracking; enforced due-date assignments with automatic notification of changes; status updates available via a web portal.

How to Get Started with Progent's Help Desk Call Center
To find out how to outsource your Help Desk, call 800-993-9400 or visit Contact Progent.

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Microsoft supports seamless hybrid ecosystems that integrate Office 365 and local Exchange deployments. This permits you to have some mailboxes hosted at your physical datacenter and other mailboxes resident on Office 365. Progent's certified Exchange consulting team can help your organization with any phase of planning, implementing and debugging your hybrid Office 365 network. Progent's Exchange consultants can deliver occasional support to help you resolve stubborn technical issues and also can provide extensive project management outsourcing or co-sourcing to ensure your hybrid Office 365 solution is completed on time and on budget.

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Consult for Lync Server 2013 and iPhone

Lync Server 2013, now called Skype for Business, allows businesses of any size to build a centrally managed and secure communications ecosystem that supports the modern Bring-Your-Own-Device computing style with IM, presence, web meetings with app sharing, and both IP and PSTN calling enabled for a wide assortment of desktop and handheld devices. Progent's certified Lync Server 2013 experts and network integrators can help your company to assess the business benefits of Lync 2013, create an on-premises, cloud-resident (with Microsoft Lync Online) or mixed model appropriate for your present and future goals, deploy Lync Server 2013 in a way that expedites your ROI, and provide live webinar and onsite training to your IT staff and end users. Progent has in-depth expertise in key components of a Lync Server 2013 solution including Microsoft Windows Server, SQL Server and Exchange, and Progent can help you to combine Lync Server 2013 with popular Microsoft Office and Office 365 applications such as Outlook and PowerPoint.

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Zero Downtime Internet Network Online Consulting
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Progent's Cisco-authorized IT consultants can help you build an economical, high availability Internet configuration solution that can deliver non-stop Internet access through a wide range of high availability Internet network products and services including high availability BGP, transparent fail-over, and multiple ISPs. Progent can provide Cisco Certified Internetwork Expert consultants to help you apply the latest techniques for high availability Internet connectivity to build a cost-effective, completely redundant Internet network with automatic failover and other features to deliver non-stop Internet availability.

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Fault-tolerant Data Center Remote Troubleshooting

Progent's Data Center consultants can help you find high availability data centers that meet the specific needs of your business. Fault tolerant Internet Data Centers are particularly attractive to small companies due to of their affordability and simplified logistics compared to pursuing a do-it-yourself approach. Trying to build an on-site data center with even a basic level of fault tolerance is financially prohibitive for the majority of small organizations. Progent can show you how to reap all the benefits of non-stop data centers and fault tolerant colo sites by providing a full range of consulting and support services.

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Business Continuity Testing Specialists

The Progent Test and Training Lab at the QTS (formerly Herakles) Data Center is available for testing mission-critical applications, creating cost-effective migration procedures, assessing and optimizing performance, designing or validating business continuity solutions, mitigating compatibility problems, and establishing training systems for the latest technologies. For Progent customers without sufficient in-house resources to configure proper test environments, Progent's Test and Training Lab cuts capital costs and technical risk and helps keep vital IT initiatives on schedule.

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System Center MOM Professionals

Medium-size businesses can enjoy all the advantages of System Center Operations Manager 2007 and have fast availability of Progentís Microsoft and Cisco Certified network support experts. Thanks to Progent's affordably priced IT service programs, mid-size organizations can choose a basic co-sourcing service program based on Operations Manager 2007 with network monitoring, proactive alerts, in-depth reporting, Help Desk support, and remote troubleshooting. For businesses with mission-critical applications who need zero-downtime networking, Progent offers a comprehensive round-the-clock outsourcing package. Progent supports Operations Manager 2007 to provide mid-size business networks world-class reliability, security and productivity.

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Virtual Machine Manager 2016 Consultant
Expert Microsoft Certified Support and Help for SCVMM 2016 and VMware

Microsoft System Center 2016 Virtual Machine Manager (SCVMM 2016) is part of Microsoft's System Center 2016 suite of IT infrastructure monitoring and management products and is designed to offer a unified solution for configuring and administering virtualized fabric and services across hybrid environments that can include on-premises and hosted datacenters and Microsoft Azure resources. Progent's SCVMM 2016 consulting experts can assist businesses of all sizes with all facets of designing, implementing, and managing a SCVMM 2016 ecosystem. Progent can assess your virtualization architecture, show you how to migrate efficiently from legacy versions of VMM, design workflows for creating and installing VMs and VM hosts, design high-availability scale-out clusters, integrate your datacenter resources with public clouds, set up virtual switches and load balancers, develop and debug PowerShell scripts, and help you assess the strategic advantages of the latest capabilities such as Storage Replica and Shielded VMs. Progent's virtualization professionals offer world-class Hyper-V consulting and VMware ESXi support.

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