Progent's Co-managed Service Desk
Outsourced and Shared Help Center ServicesProgent's Co-managed Service Desk is designed for organizations with 50 to 500 users and enables your IT staff to divide activity for support services seamlessly between your internal support team and Progent's extensive roster of certified IT service engineers and subject matter experts. Progent's Shared Help Desk service is a collaborative IT support system based on ConnectWise Manage, the leading PSA tool for administering IT support calls, generating tickets, assigning responsibility, monitoring progress, and producing management analytics. The price for Level 1 support for Progent's Co-managed Help Desk service is typically under $18 per user per month.

Progent's Co-managed Help Desk Service offers a transparent supplement to your core IT support team. User interaction with the Help Desk, provision of technical assistance, escalation, trouble ticket creation and updates, performance metrics, and management of the support database are consistent whether issues are taken care of by your internal support resources, by Progent's team, or both. All client service calls are triaged as Level 1, 2 or 3 incidents. Progent handles the support level or levels you assign (typically Level 1 and Level 3). Original support requests are assigned to your in-house support group or to Progent's Technical Response Center, depending on your requirements. Level 2 or 3 tickets can be promoted to Progent's Experts Team of subject matter experts (SMEs). The assignment procedure is transparent to your end users. You have complete versatility to expand or shrink your part of IT support work as needed. Progent takes care of startup deployment and provisioning of the professional services PSA software as well as workflow documentation, testing and education.

Progent's Help Desk Ticketing Solution

A collaborative ticketing system tracks issues through the entire ticket lifecycle

Progent's Technical Response Center
Progent's Technical Response Center (TRC) has been delivering online IT help for more than twenty years and serves active clients in each state in the country (see Progent's customer testimonials.) The TRC provides the pool of veteran computer experts who can resolve Level 1 issues, which represent the bulk of Help Desk service requests. The TRC, like Progent's Experts Team, uses the ConnectWise Manage professional services automation (PSA) platform to automate ticketing, tracking, ownership delegation, escalation and management reporting. This keeps problems from being overlooked and gives clients continual visibility of all services provided. The TRC targets 90% live answer rate and enables Progent's Co-managed Service Desk Services to include a 60-minute service-level agreement. Support times are 5am to 7pm PST on standard work days. Extended hours and onsite service are offered at additional cost. For more details about Progent's TRC, see The TRC Customer Commitment.

Definition of Service Levels
Progent provides three distinct levels of online IT support, which are equivalent to industry-recognized Tier 1 through Tier 3 service. You can define which service levels will be provided wholly or in part by Progent and your internal service group. The depth and technical breadth of Progent's team of SMEs enables fast and efficient escalation and permits you to count on Progent as a single source for most IT problems at any Tier. Also, Progent's provision of knowledge transfer permits key service problems to move from higher to lower Tiers as resolution processes become documented and standardized so they can be handled by less skilled and lower-cost service personnel.

Service levels are defined as:

  • Level 1 Support: Filters Service Desk requests and delivers baseline IT help and troubleshooting, like password issues, printer set up, break/fix procedures, ticket routing and escalation to Level 2 and Level 3 support. A Level 1 tech gathers and analyzes information about the user's issue and determines the best way to resolve the problem. Level 1 service may also include assistance for familiar Level 2 and Level 3 problems where mitigation solutions have previously been documented.
  • Level 2 Support: Primarily addresses break/fix, setup issues, debugging, application or OS deployment, and hardware repair including in-house fixes or orchestrating depot services. This Level deals with promoted issues that Level 1 support is not qualified to handle. Level 2 can occasionally escalate to Level 3, depending on the issue and the way the Help Desk is structured.
  • Level 3 Support: Debugging, setup, database administration, and repair for OS and applications servers, hybrid networks, email, collaboration, and common infrastructure issues. Besides having the ability to deploy fixes to new issues, a Level 3 consultant typically has the most expertise.
Example of a Ticket Lifecycle
A typical example of a trouble ticket lifecycle is the case where you want Progent's Technical Response Center to triage all support requests. In this case, Progent may be responsible for working directly with all the Level 1 issues your clients report. Progent can forward the remaining issues to your internal support team. Your in-house network support group would address the Level 2 incidents they have the knowledge and bandwidth to resolve and promote any residual issues to Progent's Level 3 Experts Team.

Sample Ticket Lifecycle

Progent's Shared Help Desk Ticketing Consulting

A ticket can move seamlessly through Progent's Technical Response Center, your in-house support team, and Progent's SME Team

This sample deployment of Progent's Co-managed Help Desk Service has a four-phase trouble ticket lifecycle:

  1. Your users initiate requests for support via the browser-based service portal, a dedicated phone number, or simply by sending an email to a dedicated email address. This automatically launches an open request in the ticket system.
  2. Progent's Technical Response Center gets the open request and decides whether it will be serviced or promoted to your in-house Service Desk.
  3. Your Service Desk receives the promoted open request and determines the best way to resolve the problem. If necessary, your Help Desk can send the ticket request back to Progent for assignment to Progent's Experts Team.
  4. Progent gets the revised ticket request, identifies the best suited subject matter exert from the Experts Team, and assigns the designated subject matter exert to co-operate with your IT staff until the issue is resolved or closed.
Note that all support groups that service the trouble ticket can review and update the information, and the trouble ticket system automatically notifies your clients about changes in the status of a ticket. Because of the detailed, collaborative documentation workflows enforced by the ticketing platform, frequent IT issues that initially require an expert can eventually migrate to a lower service level for quicker and less costly repair.

Highlights of Progent's Help Desk Service
Important features of Progent's Shared Service Desk offerings are:

  • Pooled desktop help from Progent's Technical Response Center team
  • Level 1 remote help provided 5 days a week, 5am-7pm Pacific Time, One-hour SLA
  • Discounted per-hour rate and per-minute granularity for Level 1 support for end users
  • Average price of Level 1 service is around $18 per user monthly
  • Level 2 and Level 3 help from Progent subject matter expert provided on request at Progent's normal consulting rates
  • De-escalation allows problems that initially call for Level 2 or Level 3 expertise to migrate to a lower, less costly Tier after solutions are documented
  • StreamlineIT provides a complete version of ConnectWise Manage with secure multitenancy
Details of Progent's Co-managed Service Desk Offering
Progent's Shared Help Desk support program is designed to offer a flexible, co-operative call desk solution for medium-size businesses. Details of these services, with Progent responsible for Level 1 desktop support, include:
  • Offered only in USA and territories
  • Initial setup charge based on complexity of the deployment
  • Live Answer of inbound support requests to Progent Technical Response Center with a target of 90% Live Answer of all requests
  • After deciding whether server or networking support is required, some service calls will be passed to Level 2 or 3 support
  • All support that needs Level 2 or Level 3 expertise will be worked on by a Progent SME pending customer authorization
  • 1 hour SLA for Level 1 desktop support in most cases
  • Level 1 Service is for users and covers Windows-based computers and Apple systems
  • Progent Level 2 or Level 3 support will be charged at regular hourly consulting rates
  • Progent will provide skilled resources - Technical Response Center desktop specialists daily, Level 2 and Level 3 as required
  • Progent will provide a toll-free phone number and email mailbox for inbound support requests
  • Free Remote Control app with screen sharing for streamlined technical support
  • Free ProSight IT Asset Management solution for network documentation management
  • All Level 1 remote support is charged at a discounted hourly rate with one-minute granularity
  • All Level 1 support is done remotely, no onsite work included
  • All onsite work is billed at regular hourly consulting rates
  • All on-premises work will have an additional fixed charge plus any documented travel expenses
  • All travel expense estimates will be disclosed and need customer agreement before support services or travel will be undertaken
  • Projects and distinct Statements of Work (SoWs) will have their individual estimates and costs stated and will be performed only following approval by customer
Phased Onboarding
Progent's non-disruptive onboarding procedure permits your organization to move transparently to a shared Help Desk and a modern ticketing and reporting system. Major phases of the deployment process for Progent's Shared Help Desk Service include:

Initial Steps

  • Build your custom Service Desk experience, including your in-house team, locations, and client information
  • Progent's consultants will work closely with your company's service group to analyze current inbound support requests
  • Configure your inbound support request service to incorporate a mailbox, software agents, and a dedicated phone number
Subsequent Phases
  • Progent delivers ticket management training for your service team
  • Jointly create core workflow and ticket escalation processes
  • Integrate all your staff and assets that will provide IT support
  • Develop the announcement description and selling of the new Call Desk solution
  • Pick a specific location or small groups to onboard first
  • Bring more groups of users into the solution at a workable pace
Refinement
  • Study reports and system setup for efficient data and processes
  • Create any reports or fields required to improve the detection or monitoring of frequently seen IT problems
  • Identify pivotal data that could allow a better success rate for Level 1 service requests
Production
  • All clients have been exposed to the service system and can access it
  • All required client and equipment data is entered into the support system
  • You can transfer and administer trouble tickets smoothly between your internal support group and Progent
  • You can track daily, weekly and monthly support performance and trends
Advantages of Progent's Shared Service Desk
Progent's Shared Service Desk offers an array of advantages that allow you to give users fast and successful IT services while simultaneously cutting expenses and relieving management hassle. Advantages of Progent's Co-managed Help Desk services include:
  • Keep total control of your IT service requests: you determine what trouble tickets are forwarded to Progent's support group or taken care of by your internal service team.
  • Quick availability of supplemental IT support professionals when you require them: Progent's professional services automation (PSA) software automatically distributes internal tickets or allows you manually forward to Progent's Technical Response Center.
  • Productivity: Progent's consultants will analyze your incoming support requests and identify missing data that would promote a higher resolution rate for typical Level 1 issues. Progent's IT support experts can also help you to improve tag management to expedite solutions.
  • Transparency: Progent's Co-managed Service Desk acts as a seamless supplement to your internal Call Center with unified ticketing and reporting so no ticket drops between the seams.
  • Happy employees: End users can follow the progress and status of their IT service requests quickly and easily.
  • Management insight: You benefit from the metrics, responsibility assignments, and performance monitoring of an advanced PSA platform to assist your organization to create a custom Help Desk environment that provides maximum business value.
  • Concentrate on your strategic business issues, not IT service calls and disgruntled workers: Your IT management personnel avoid being bogged down handling common support calls.
Read Progent's White Paper: Is Co-managed IT a Good Idea?
Even though supporting a self-sufficient internal IT services group can prove expensive from the cost standpoint, many organizations opt for that strategy since it allows greater control over their IT management. But did you know that your business can continue to leverage the advantages of a managed services firm using the co-managed IT support strategy. This shared services model permits your organization to stay in control over your network infrastructure while reinforcing your local IT services group simply and affordably.

To find out more, check out our white paper: Is co-managed IT a good idea? (PDF - 632 KB).

Download Progent's Co-managed Help Desk Datasheet
To view a single-page datasheet in PDF format describing Progent's Co-managed Help Desk, see:
Progent's Co-managed Service Desk Datasheet. (PDF - 108 KB)

Complementary Services
Progent has packaged the ProSight family of remote monitoring and management (RMM) services to automate vital activities related to IT administration, security and upkeep. These RMM services can be integrated with Progent's Shared Help Desk service by installing agent software on computers to be monitored and managed. Notifications generated by these software agents can be routed directly to Progent's Technical Response Center (TRC), processed via the ticketing and monitoring system, and categorized for Level 1, 2 or 3 support.

Samples of ProSight Remote Monitoring and Management services include:

  • ProSight Email Guard: Email Content Filtering, Spam Blocking and Data Leakage Defense:
    ProSight Email Guard Content Filtering ConsultantsProSight Email Guard is Progent's spam filtering service that incorporates the technology of top information security vendors to deliver web-based management and comprehensive security for all your email traffic. The powerful structure of Email Guard managed service combines a Cloud Protection Layer with a local gateway appliance to provide advanced defense against spam, viruses, Denial of Service (DoS) Attacks, Directory Harvest Attacks (DHAs), and other email-borne malware. Email Guard's Cloud Protection Layer acts as a preliminary barricade and keeps the vast majority of unwanted email from reaching your security perimeter. This reduces your vulnerability to inbound attacks and saves network bandwidth and storage space. Email Guard's on-premises security gateway appliance adds a deeper layer of analysis for inbound email. For outgoing email, the onsite gateway offers AV and anti-spam protection, protection against data leaks, and email encryption. The on-premises gateway can also help Microsoft Exchange Server to track and safeguard internal email that stays inside your corporate firewall. For more information, see ProSight Email Guard spam filtering and data leakage protection.

  • ProSight Active Security Monitoring: AI-based Threat Scanning and Ransomware Protection:
    ProSight Active Security Monitoring ConsultantsProSight Active Security Monitoring (ASM) is an endpoint protection (EPP) service that utilizes cutting edge behavior machine learning technology from SentinelOne to guard physical and virtual endpoints against modern malware attacks like ransomware and email phishing, which easily get by traditional signature-matching anti-virus tools. ProSight Active Security Monitoring protects on-premises and cloud-based resources and offers a unified platform to address the entire threat progression including filtering, infiltration detection, containment, remediation, and post-attack forensics. Key features include one-click rollback with Windows Volume Shadow Copy Service and automatic network-wide immunization against new threats. Progent is a SentinelOne Partner. Read more about Progent's ProSight Active Security Monitoring (ASM) next-generation endpoint protection and ransomware recovery with SentinelOne technology.

  • ProSight Data Protection Services: Cloud-based Backup and Disaster Recovery:
    ProSight DPS Backup and Disaster Recovery ConsultantsProgent has partnered with leading backup/restore technology vendors to create ProSight Data Protection Services (DPS), a portfolio of subscription-based management offerings that provide backup-as-a-service. All ProSight DPS products manage and monitor your backup processes and allow transparent backup and fast restoration of critical files/folders, apps, images, and VMs. ProSight DPS helps your business protect against data loss resulting from equipment breakdown, natural calamities, fire, malware such as ransomware, human mistakes, malicious employees, or software bugs. Managed services available in the ProSight DPS family include ProSight DPS Ataro VM Backup, ProSight Ataro Office 365 Backup, ProSight ECHO Backup based on Barracuda dedicated hardware, and ProSight MSP360 Cloud and On-prem Backup. Your Progent service representative can help you to identify which of these fully managed services are best suited for your network.

  • Patch Management: Software/Firmware Update Management Services:
    Patch Management ConsultantsProgent's support services for software and firmware patch management provide organizations of any size a versatile and affordable alternative for assessing, validating, scheduling, implementing, and documenting software and firmware updates to your ever-evolving IT system. Besides maximizing the protection and functionality of your computer network, Progent's patch management services permit your in-house IT team to focus on more strategic projects and activities that derive maximum business value from your information network. Read more about Progent's patch management support services.

  • ProSight Duo Two-Factor Authentication: Identity Validation, Endpoint Policy Enforcement, and Secure Single Sign-on:
    Duo Two-factor Authentication ConsultantsProgent's Duo authentication service plans utilize Cisco's Duo cloud technology to defend against password theft by using two-factor authentication. Duo supports one-tap identity confirmation on iOS, Android, and other out-of-band devices. Using Duo 2FA, when you log into a secured online account and give your password you are requested to confirm your identity via a device that only you possess and that is accessed using a different ("out-of-band") network channel. A wide range of out-of-band devices can be utilized for this added means of ID validation such as an iPhone or Android or watch, a hardware/software token, a landline phone, etc. You may designate several verification devices. To find out more about ProSight Duo identity validation services, refer to Duo MFA two-factor authentication services.
Why Choose Progent?
As a Microsoft Gold-Certified Partner, Progent offers your users fast and convenient access to a seasoned Service Desk team ready to deliver technical help. Progent has decades of background delivering phone support for networks built on Microsoft products. Progent's emphasis is on giving the Help Desk a positive image as a major contributor to your company's success. Progent attempts to fix rather than merely track problems, and Progent's goal for established customers is to fix at least 80% of Service Desk problems on the initial call. First-call resolution is an important factor in lowering Service Desk expenses, improving the reputation of the IT staff in general and the Service Desk in particular, and increasing client productivity.

How to Get Started with Progent's Shared IT Contact Center Support
To find out more information about Progent's Shared Network Call Center Support, phone 800-993-9400 or visit Contact Progent.



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