Progent's Co-managed Help Desk Service
Outsourced and Shared Help Desk ServicesProgent's Shared Help Desk service is designed for organizations with 50 to 500 users and permits your IT group to divide activity for Help Desk services seamlessly between your in-house network support resources and Progent's extensive roster of certified IT service engineers and subject matter experts (SMEs). Progent's Co-managed Help Desk service is a joint IT service solution built around ConnectWise Manage, the leading Professional Services Automation (PSA) platform for administering IT service calls, generating trouble tickets, assigning ownership, tracking status, and producing management analytics. The cost for Level 1 IT support for Progent's Shared Help Desk service is typically below $18 per user per month.

Progent's Shared Help Desk Service provides a seamless supplement to your core support staff. Client interaction with the Help Desk, delivery of technical assistance, escalation, ticket creation and tracking, performance metrics, and maintenance of the support database are cohesive whether incidents are taken care of by your core support group, by Progent's team, or a mix of the two. All end-user service requests are ranked as Level 1, 2 or 3 incidents. Progent handles whatever support level or levels you specify (usually Levels 1 and 3). Original support calls are assigned either to your internal support resources or to Progent's Technical Response Center, depending on your preferences. Level 2 or Level 3 issues can be promoted to Progent's Experts Team of subject matter experts (SMEs). The escalation activity is seamless for your end users. You have unrestricted flexibility to expand or shrink your part of technical support activity as required. Progent takes care of initial deployment and onboarding of the professional services automation (PSA) software as well as documentation, testing and education.

Progent's Help Desk Ticketing System

A collaborative ticketing system tracks support issues through the entire trouble ticket lifecycle

Progent's Technical Response Center
Progent's Technical Response Center has been delivering online IT help for more than two decades and serves active customers in each state in the country (see Progent's client testimonials.) The Technical Response Center provides the pool of certified computer technicians who can handle Level 1 trouble tickets, which represent the bulk of Service Desk service calls. The Technical Response Center, like Progent's Experts Team, uses the ConnectWise Manage professional services automation (PSA) software platform to automate ticketing, status tracking, ownership assignment, escalation and reporting. This proven solution prevents problems from being ignored and gives clients continual understanding about all services delivered. Progent's Technical Response Center is committed to 90% live answer rate and allows Progent's Shared Service Desk program to include a 60-minute service-level agreement. Service hours are 5am to 7pm PST on normal business days. Extended support times and onsite service are available at additional cost. To learn more about Progent's Technical Response Center, see Progent's Technical Response Center Customer Commitment.

Service Levels
Progent provides three distinct levels of remote IT service, which are equivalent to industry-standard Tier 1 to Tier 3 support. You can pick which support levels will be provided wholly or in part by Progent's support team and your internal service group. The depth and scope of Progent's roster of SMEs enables fast and efficient ticket escalation and permits you to rely on Progent as a one-stop source for the majority of support issues at any Tier. In addition, Progent's provision of knowledge transfer permits key service problems to migrate from higher to lower Tiers as resolution techniques become documented and standardized so they can be performed by less knowledgeable and lower-cost support personnel.

Support levels are defined as:

  • Level 1 Support: Categorizes Service Desk calls and delivers baseline IT help and troubleshooting, like password issues, printer set up, break/fix instructions, ticket assignment 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 can also provide assistance for identified Level 2 and 3 issues where solutions have already been documented.
  • Level 2 Support: Primarily handles break/fix, configuration problems, debugging, application or OS installations, and hardware repair including on-premises repair or orchestrating depot support. Level 2 support deals with promoted issues that Level 1 support is not qualified to resolve. Level support will occasionally migrate to Level 3, depending on the issue and the way the Help Desk operates.
  • Level 3 Support: Debugging, setup, database administration, and migrations for server, cloud integration, messaging, file shares, and common infrastructure issues. In addition to having the capability to deploy fixes to new problems, a Level 3 engineer typically has the most experience.
Example of a Trouble Ticket Lifecycle
A typical example of a trouble ticket lifecycle is the situation where you want Progent's TRC to triage all service calls. In this scenario, Progent may be responsible for dealing with all the Level 1 desktop issues your end users initiate. Progent can escalate the remaining support requests to your in-house network support team. Your internal support staff would then address the Level 2 issues they have the skills and availability to handle and promote any residual requests to Progent's Experts Team.

Example Ticket Lifecycle

Progent's Co-managed Service Desk Ticketing Support

A ticket can flow seamlessly through Progent's TRC, your internal support staff, and Progent's SME Team

This particular implementation of Progent's Co-managed Help Desk Service has a four-phase ticket lifecycle:

  1. Your employees generate service requests via the online support, a dedicated phone number, or by sending an email to a designated email address. This immediately becomes an open request in the trouble ticket system.
  2. Progent's Technical Response Center gets the ticket request and decides if it will be handles or escalated to your in-house Help Desk.
  3. Your Help Desk receives the forwarded ticket request and determines the best means to resolve the problem. If necessary, your Service Desk can promote the open request back to Progent for assignment to Progent's Experts Team.
  4. Progent receives the revised ticket request, selects the best suited SME from the Experts Team, and tasks the chosen subject matter exert to collaborate with your support team until the issue is solved or closed.
Note that all support teams that service the trouble ticket can review and edit the content, and the trouble ticket system immediately alerts your end users about changes in the status of a ticket. As a result of the detailed, collaborative documentation workflows inherent in the ticketing platform, frequent IT problems that at first call for an expert can rapidly migrate to a lower Tier for quicker and less costly resolution.

Highlights of Progent's Help Desk Service
Top aspects of Progent's Co-managed Help Desk program include:

  • Pooled desktop support from Progent's Technical Response Center (TRC) team
  • Desktop remote support provided 5 days a week, 5am-7pm PST, One-hour SLA
  • Discounted hourly support rate and per-minute granularity for Level 1 desktop support for users
  • Average cost of Level 1 support is about $18 per user monthly
  • Level 2 and Level 3 help from Progent subject matter expert available as an option at Progent's standard consulting fees
  • De-escalation permits issues that initially require Level 2 or 3 expertise to drop to a lower, less costly Level once solutions are documented
  • StreamlineIT provides a complete version of ConnectWise service desk software with multi-tenant security
Details of Progent's Co-managed Help Desk Support Offering
Progent's Shared Service Desk support program is intended to offer a flexible, co-operative call center system for mid-size businesses. Details of this service offering, with Progent providing Level 1 support, include:
  • Offered only in USA and US territories
  • Initial setup fee dependent on complexity of the deployment
  • Beginning day one, you are assigned by Progent a Technical Resource Center (TRC) Coordinator and a TRC Service Lead to resource, appoint and communicate with your service group and your users. Progent's TRC Service Lead will work with you to create a What Goes Where document to help seamlessly escalate tickets to your team or de-escalate back to Progent's support engineers.
  • Live Answer of incoming support calls to Progent Technical Response Center with a target of 90% Live Answer of all calls
  • After determining whether server or network infrastructure support is needed, some calls will be passed to Level 2 or Level 3 support
  • All support that needs Level 2 or 3 expertise will be handled by a Progent SME after receiving customer approval
  • 1 hour SLA for Level 1 desktop support in most cases
  • Level 1 Service is for your client users and covers Windows-powered systems and Apple devices
  • Progent Level 2 or 3 support will be charged at standard hourly consulting rates
  • Progent will provide skilled personnel - Technical Response Center desktop specialists during standard hours, Level 2 and 3 as required
  • Progent will provide a toll-free phone number and email mailbox for inbound support calls
  • Free Remote Control software with screen sharing for efficient technical troubleshooting
  • Free ProSight IT Asset Management solution for cloud-based IT documentation management
  • All Level 1 online service is billed at a discounted desktop hourly rate with one-minute granularity
  • All Level 1 service will be done online, no onsite work included
  • All onsite support is billed at regular hourly consulting rates
  • All on-premises support will have an added fixed charge as well as any specific travel expenses
  • All travel expense projections will be disclosed and require customer approval before work or travel will be undertaken
  • Contracted projects and separate Statements of Work will have their individual estimates and fees defined and will be performed only after authorization by client
Phased Onboarding
Progent's non-disruptive deployment procedure allows your business to move seamlessly to a shared Service Desk and a modern ticketing and reporting system. Major steps in the onboarding process for Progent's Shared Help Desk Service include:

First Steps

  • Build your custom Service Desk experience, including your in-house team, service locations, and client information
  • Progent will work with your service group to review current incoming service requests
  • Set up your inbound support request service to incorporate a mailbox, software agents, and a dedicated phone number
Subsequent Phases
  • Progent provides ticket management training for your service team
  • Jointly define basic workflow and ticket escalation processes
  • Integrate all your teams and assets that will provide support
  • Create the roll-out message and promotion of the new Call Desk environment
  • Designate a defined location or manageably-sized groups to onboard first
  • Integrate more groups of users into the solution at determined intervals
Tuning
  • Review reports and system configuration for proper information and processes
  • Add additional reports or fields required to enhance the detection or tracking of frequently seen issues
  • Identify key information that could enable a higher resolution rate for Level 1 service calls
Go Live
  • All users have been introduced to the service desk and can connect to it
  • All required user and equipment data is populated in the service system
  • You can transfer and administer tickets transparently between your in-house team and Progent
  • You are able to track daily, weekly and monthly support performance and trends
Benefits of Progent's Shared Service Desk
Progent's Co-managed Service Desk delivers a range of benefits that allow you to give users rapid and successful IT services while at the same time trimming costs and relieving management burden. Advantages of Progent's Shared Help Desk services include:
  • Retain complete control of your IT support requests: you choose what trouble tickets are escalated to Progent's support group or handled by your in-house service staff.
  • Immediate availability of supplemental IT service experts when and if you require them: Progent's professional services automation (PSA) software programmatically distributes in-house tickets or allows you manually forward to Progent's Technical Response Center.
  • Efficiency: Progent's consultants will analyze your inbound service requests and propose additional data that would allow an improved success rate for typical desktop issues. Progent's Call Desk experts can also assist you with tag creation to speed up solutions.
  • Transparency: Progent's Shared Service Desk works as a virtual extension of your in-house Call Center with centralized ticketing and documentation so nothing drops between the cracks.
  • Contented employees: Users are able to follow the progress of their IT support requests quickly and easily.
  • Management analytics: You benefit from the measurements, responsibility assignments, and performance monitoring of an advanced PSA system to help you to build a custom Help Desk environment that delivers top business value.
  • Concentrate on your strategic business activities, not IT service requests and unhappy workers: Your IT managers avoid being saddled with handling common support requests.
For a cost analysis of Help Desk outsourcing as opposed to supporting an internal Call Desk, visit outsourced and co-sourced IT Call Desk benefits.

Download Progent's White Paper: Is Co-managed IT a Good Idea?
Though supporting your own fully-staffed internal network support staff can prove a burden from the cost perspective, a lot of companies prefer that strategy because it provides them greater flexibility with their information system management. Yet did you realize that your business can still leverage the benefits of a managed IT services provider within the shared IT support strategy. The shared model allows your company to keep in charge of your IT infrastructure while supplementing your internal network support group simply and economically.

For more information, read our white paper: Is co-managed IT a good idea? (PDF - 632 KB).

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

Optional Services
Progent has developed the ProSight suite of remote monitoring and management (RMM) services to automate vital processes related to network management, security and upkeep. Any of these services can be used with Progent's Co-managed Call Desk service by installing agent software on machines to be tracked and managed. Alerts generated by these software agents can be routed automatically to Progent's Technical Response Center (TRC), managed through the trouble ticket and monitoring platform, and categorized for Level 1, 2 or 3 support.

Examples of ProSight Remote Monitoring and Management packages include:

  • ProSight Email Guard: Email Content Filtering, Spam Blocking and Data Leakage Protection:
    ProSight Email Guard Content Filtering ConsultantsProSight Email Guard is Progent's spam filtering service that uses the infrastructure of leading information security vendors to provide centralized management and world-class security for your inbound and outbound email. The powerful structure of Progent's Email Guard managed service combines cloud-based filtering with an on-premises gateway appliance to offer complete protection against spam, viruses, Denial of Service (DoS) Attacks, Directory Harvest Attacks (DHAs), and other email-borne malware. The Cloud Protection Layer serves as a first line of defense and blocks most threats from reaching your network firewall. This reduces your vulnerability to inbound attacks and saves system bandwidth and storage space. Email Guard's onsite gateway device provides a further layer of inspection for inbound email. For outbound email, the local gateway offers anti-virus and anti-spam filtering, protection against data leaks, and email encryption. The local gateway can also help Microsoft Exchange Server to monitor and protect internal email traffic that stays within your corporate firewall. For more information, see Email Guard spam and content filtering.

  • ProSight Active Security Monitoring (ASM): AI-based Threat Analysis and Ransomware Protection:
    ProSight Active Security Monitoring ConsultantsProgent's ProSight Active Security Monitoring is an endpoint protection solution that utilizes next generation behavior analysis tools from SentinelOne to guard physical and virtual endpoints against modern malware attacks such as ransomware and file-less exploits, which easily get by traditional signature-based anti-virus products. ProSight ASM protects local and cloud resources and offers a single platform to address the entire threat progression including filtering, identification, mitigation, remediation, and forensics. Key features include one-click rollback with Windows Volume Shadow Copy Service (VSS) and real-time network-wide immunization against newly discovered threats. Progent is a SentinelOne Partner, dealer, and integrator. Learn more about Progent's ProSight Active Security Monitoring (ASM) next-generation endpoint protection and ransomware defense with SentinelOne technology.

  • ProSight Data Protection Services: Cloud 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, a portfolio of subscription-based offerings that deliver backup-as-a-service (BaaS). All ProSight DPS products automate and track your backup processes and enable transparent backup and rapid recovery of important files/folders, applications, system images, and Hyper-V and VMware virtual machines. ProSight DPS lets you protect against data loss resulting from equipment failures, natural calamities, fire, cyber attacks such as ransomware, human error, ill-intentioned insiders, or application glitches. Managed services available in the ProSight DPS product line include ProSight Altaro VM Backup, ProSight 365 Total Backup (formerly Altaro Office 365 Backup), ProSight DPS ECHO Backup based on Barracuda dedicated hardware, and ProSight DPS MSP360 Hybrid Backup. Your Progent expert can assist you to identify which of these managed services are most appropriate for your network.

  • Progent's Patch Management: Patch Management Services:
    Patch Management ServicesProgent's support services for software and firmware patch management offer organizations of all sizes a flexible and affordable alternative for assessing, validating, scheduling, implementing, and documenting software and firmware updates to your dynamic IT system. In addition to optimizing the security and reliability of your IT environment, Progent's patch management services free up time for your in-house IT team to concentrate on more strategic projects and activities that deliver maximum business value from your network. Read more about Progent's patch management support services.

  • ProSight Duo Two-Factor Authentication: Identity Validation, Endpoint Policy Enforcement, and Protected Single Sign-on:
    Duo Two-factor Authentication ExpertsProgent's Duo MFA services utilize Cisco's Duo cloud technology to defend against stolen passwords through the use of two-factor authentication (2FA). Duo enables one-tap identity verification with Apple iOS, Android, and other out-of-band devices. With 2FA, whenever you sign into a protected online account and enter your password you are asked to confirm who you are on a device that only you have and that is accessed using a different network channel. A broad range of out-of-band devices can be used as this second form of ID validation including a smartphone or wearable, a hardware/software token, a landline phone, etc. You may register multiple verification devices. To learn more about ProSight Duo two-factor identity validation services, visit Duo MFA two-factor authentication services.
Why Choose Progent?
As a Microsoft Gold-Certified Partner, Progent offers your clients quick and reliable contact with a seasoned Call Desk team ready to deliver technical support. Progent offers years of background providing phone support for IT systems built on Microsoft technology. Progent's focus is on earning the Help Desk a positive image as a valuable contributor to your company's success. Progent attempts to resolve and not merely track problems, and Progent's target for long-term clients is to resolve 80% or more of Help Desk service requests on the first call. First-call resolution is a key driver in lowering Service Desk expenses, improving the reputation of the IT staff in general and the Call Desk in particular, and raising client satisfaction.

How to Get Started with Progent's Shared Network Help Desk Call Center Support
To find out additional information about Progent's Co-managed IT Help Desk Services, phone 800-993-9400 or see Contact Progent.



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