Progent's Consulting Expertise, Help Desk, and Ticketing for IT Service Organizations in Ottawa
ProgentProgentís consulting support for IT service firms in Ottawa Ontario allows you to provide your customers Progent's consulting expertise and Help Desk Call Center support using your company's own branding as a transparent extension of your in-house network services group. These services can ease the way for you to add to your client base, fill out your service offerings, satisfy your customers, and improve your bottom line.

Progentís nationwide team of network experts, PC support technicians, network administrators, and data security professionals have worked as seamless adjuncts to the IT staffs of some of the country's biggest IT support businesses. Progentís breadth and depth of technical knowledge enables you to add to the capabilities of your IT service business, and Progentís close integration with your support team lets you promote and preserve your branding.

Progent is a network support company with 20 years of experience delivering remote expertise to small and mid-size companies. Progent is a Microsoft Certified Partner and maintains one of the biggest groups of Cisco-certified CCIE network infrastructure engineers of any independent IT services company in the world. Progent has delivered remote IT assistance and consulting to customers in every state in the U.S. (See recommendations from Progent's clients.)

Using Progent's Services Under Your Own Brand
Progent's consulting program for network service firms features seamless resale to your clients of world-class IT services. Progent bills you exclusively and works under your instructions to deliver your customers consulting and support services under your brand. Also, Progent offers a low-cost Off-hours Support Program for customers who need access to 24x7 technical support.

Help Desk Call Center and Ticketing Services for Network Service Firms
Ticketing systems are the enabling technology behind a successful service desk. But enterprise-grade ticketing platforms are not just costly to acquire and staff, but also a hassle to configure and manage. Smaller IT support providers seldom have the required budget or personnel. Progent's Help Desk and ticketing program gives IT service firms an economical way to keep their custom branding while providing their clients responsive desktop support services backed by an advanced ticketing system and reinforced by fast escalation to subject matter experts.

Key Features of Progent's Help Desk and Ticketing Solution for IT Service Firms
Progent's Call Center and ticketing solution for IT service organizations leverages Progent's sizable investments in advanced ticketing software, an online desktop services staff, and a network of geographically dispersed subject matter experts (SMEs). You can use Progent's ticketing system exclusively or Progent can set up data interchange with your current ticketing platform. The standard and optional features offered with Progent's Service Desk and ticketing services allow you to expand your support volume, the diversity of technologies your business can take on, the number of {geographies you can service, and your overall availability.

Important features of Progent's Help Desk and ticketing program for IT support organizations include:

  • Progent's remote desktop support staff delivers Level 1 end user help with 1-hour SLA to begin work during normal business hours.
  • Standard service times are from 5am to 7pm PST, five days a week.
  • Extended hours support is available at extra cost.
  • Optional onsite support in major metro areas is offered across the US at additional cost.
  • You retain full control of your customers and billing.
  • Your customers enter service requests through your branded web portal, an 800 number, or by sending an email to your dedicated mailbox.
  • Each end user request automatically becomes an open request in the ticket system.
  • Tickets can be monitored and updated online until resolution.
  • Optional transfer of Level 2 and Level 3 problems to Progent's or to your subject matter experts.
To see additional details about Progent's Service Desk and ticketing outsourcing solution, see Help Desk and ticketing services for small businesses.

Progent's Consulting Expertise for IT Service Providers
Progent's consulting for IT service firms allows your support team to act as a single source for practically all technical expertise your clients may require. You can build your team and core in-house competencies steadily without having to say no to opportunities due to a gap in expertise or the absence of bandwidth.

Key aspects of Progent's Reseller Program for Network Service Providers include:

  • Transparent Service Delivery: Progent works as a seamless extension of your in-house support group, responding to your coordination, and invoices you rather than your customer.
  • By-the-Minute Billing: Progent charges by the minute to minimize expenses.
  • Extensive Documentation: Progent uses an enterprise-class documentation platform to ensure that all services performed are thoroughly documented. This makes it easy for support group to transfer service responsibilities to internal consultants when you have enough people and relevant technical skills.
Major advantages of Progent's Reseller Program for Network Service Providers include:
  • Safely Expand Your IT Support Business: You can easily and efficiently take on more jobs beyond your main areas of excellence and open additional territories without assuming the risks associated with increasing your full-time staff too quickly.
  • Strengthen Your Name: You can solidify your mind share as a comprehensive network service firm by offering more solutions to more customers under your own company name.
  • Add to Your IT Support Portfolio: Progent can provide top-tier expertise in a broad range of technologies and can be a reliable resource for expanding your IT service operations.
  • Fast Escalation: Thanks to a sizable roster of high-level technology experts ready to help, Progent can escalate rapidly from Tier 1 to Tier 3 services so even the toughest problems can be handled promptly.
  • Keep Your Clients Happy: Satisfied customers stick. By teaming with Progent, you can keep delivering solutions without ever forcing clients to seek help outside the fold.
  • Online Support Professionals: For two decades, Progent has provided remote IT support from Help Desk support to high-level consulting. Effective remote service cuts costs and produces fast solutions.
  • Advanced Industry Certifications: Progentís engineers have earned top certifications from Microsoft, Cisco, Linux vendors, VMware, Citrix, Palo Alto Networks, and other leading technology companies. Progent's cybersecurity consultants hold advanced certifications including ISSAP, CISM, and GIAC. Learn more details about Progent's industry certifications.
For a PDF datasheet describing Progent's program for providing Progent's IT support under your own brand, download Progent's Reseller Program for Network Service Providers.

Progent's Areas of Expertise for Ottawa, Ontario Companies
Progent's nationwide team of certified consultants and technical experts can provide Ottawa, Ontario organizations a wide range of remote consulting and debugging expertise. Areas of expertise offered under Progent's consulting program for network service organizations include:

Learn More Details About Progent's Consulting Support for IT Service Firms in Ottawa, Ontario
For additional information about Progent's consulting support for IT service firms in Ottawa, Ontario, call 1-800-993-9400 or see Contact Progent.