Progent's Consulting Expertise, Help Desk, and Ticketing Support for IT Service Firms in Rochester
ProgentProgent's consulting services for IT service firms in Rochester New York allows you to offer your customers Progent's consulting expertise and Help Desk Call Center support using your own branding as a seamless extension of your regular network services team. This can put you on the fast track to grow your client base, expand your service catalog, create happy clients, and improve your bottom line.

Progent's nationwide team of network infrastructure experts, desktop integration and troubleshooting specialists, IT admins, and cybersecurity professionals have acted as transparent expansions to the support staffs of some of the country's biggest IT service businesses. Progent's range of expertise enables you to broaden the capabilities of your IT service practice, and Progent's close integration with your support team helps you promote and preserve your company's brand.

Progent is a network consulting company with two decades of background providing remote consulting services to small and middle-size businesses. Progent is a Microsoft Partner and has one of the largest teams of Cisco-certified CCIE network infrastructure experts of any private IT services company in the world. Progent has delivered online IT assistance and advanced consulting to clients in every state in the country. (Refer to recommendations from Progent's clients.)

Providing Progent's Services With Your Own Brand
Progent's consulting program for network service organizations features seamless resale to your clients of professional IT services. Progent invoices your firm exclusively and performs under your direction to deliver your customers support services under your brand. In addition, Progent has an affordable Off-hours Support Program for customers who require access to 24x7 support.

Help Desk Call Center and Ticketing Services for Network Service Organizations
Ticketing systems are the enabling technology behind an effective service desk. But full-featured ticketing systems are not only costly to acquire and staff, but difficult to configure and manage. Smaller IT service companies do not have the required budget or personnel. Progent's Help Desk and ticketing solution offers IT support organizations a practical way to retain their custom branding while delivering their customers responsive desktop support services backed by a best-of-breed ticketing system and supplemented by fast escalation to high-level experts.

Key Features of Progent's Help Desk and Ticketing Solution for Network Service Providers
Progent's Call Center and ticketing program for IT service organizations takes advantage of Progent's sizable investments in advanced ticketing technology, an online desktop support staff, and a network of geographically dispersed subject matter experts (SMEs). You can use Progent's ticketing system as a secure tenant or Progent can establish data interchange with your current ticketing platform. The standard and optional features available with Progent's Help Desk and ticketing program enable your IT service firm to increase your support volume, the diversity of technical issues your firm can take on, the number of geographies you can service, and your overall availability.

Key features of Progent's Service Desk and ticketing program for IT service organizations include:

  • Progent's remote desktop service team delivers Level 1 end user support with 1-hour service level agreement (SLA) to begin work during normal business hours.
  • Normal support times are 5am to 7pm Pacific Standard Time, five days per week.
  • Extended support is offered at extra cost.
  • Optional onsite service in major metro areas is offered across the country at extra cost.
  • You retain complete control of your customers and invoicing.
  • Your customers submit service requests by means of your own branded web portal, a toll-free number, or by sending a message to your dedicated mailbox.
  • Each end user request automatically becomes an open request in the ticket system.
  • Service tickets can be tracked and updated remotely while they are active.
  • Optional transfer of Level 2 and Level 3 problems to Progent's or to your SMEs.
For additional information on Progent's Help Desk and ticketing outsourcing solution, visit Help Desk and ticketing services for small businesses.

Progent's Consulting for Network Service Providers
Progent's consulting expertise for network service organizations allows your support team to act as a sole point of contact for practically all IT guidance and troubleshooting your clients may need. You can build your team and core IT skills steadily without having to say no to new business due to a lack of in-house expertise or a shortage of personnel.

Important aspects of Progent's Reseller Program for IT Service Firms include:

  • Transparent Support: Progent works as a seamless supplement to your in-house IT service group, under your coordination, and bills you instead of your customer.
  • Granular Billing: Progent bills on a per-minute basis to minimize costs.
  • Extensive Service Reporting: Progent utilizes an enterprise-class service reporting system to make sure all services performed are fully documented. This makes it easy for your IT support organization to shift service responsibilities to in-house personnel once you have enough staff and relevant technical skills.
Top advantages of Progent's Reseller Program for IT Service Providers include:
  • Safely Expand Your IT Support Practice: You can easily and efficiently take on additional jobs beyond your main fields of excellence and open new territories without exposure to the risks involved with expanding your head count too quickly.
  • Re-enforce Your Name: You can solidify your positioning as a comprehensive IT support provider by delivering more services to more customers under your own company name.
  • Flesh Out Your IT Support Catalog: Progent offers top-tier expertise in a broad array of IT disciplines and can act as a reliable reservoir of skills for growing your IT support business.
  • Fast Escalation: Thanks to a large team of senior consultants available, Progent can escalate quickly from Tier 1 to Tier 3 services so even the toughest problems get resolved fast.
  • Keep Your Customers Satisfied: Satisfied customers are loyal. By joining with Progent, you can keep delivering solutions without ever forcing clients to seek expertise outside the fold.
  • Remote Technical Support Professionals: For 20 years, Progent has delivered remote IT support ranging from Call Center support to high-level consulting. Effective remote support saves money while delivering fast results.
  • Advanced Industry Certifications: Progent's IT experts hold top certifications from Microsoft, Cisco, Apple, VMware, Juniper, Palo Alto Networks, and other leading vendors. Progent's cybersecurity experts have earned top certifications including ISSAP, CISM, and CRISC. Learn more about Progent's industry certifications.
To read or download a PDF datasheet about Progent's program for providing Progent's IT support under your own name, download Progent's Reseller Program for Network Service Firms.

Progent's Practice Areas for Rochester, New York Companies
Progent's nationwide team of certified engineers can provide Rochester, New York organizations a broad array of online consulting and troubleshooting services. Areas of expertise offered under Progent's consulting program for network service providers include:

Learn More Details About Progent's Reseller Support for IT Service Firms in Rochester, New York
To learn more information about Progent's reseller program for network service organizations in Rochester, New York, call 1-800-993-9400 or visit Contact Progent.