Progent's Consulting Expertise, Help Desk Call Center, and Ticketing for Network Service Organizations in Waltham
ProgentProgent's consulting support for network service organizations in Waltham Massachusetts enables you to provide your clients Progent's consulting and Help Desk support using your company's brand as a transparent supplement to your in-house IT services group. This can help you grow your revenue, fill out your service catalog, satisfy your customers, and increase your profits.

Progent's team of network infrastructure engineers, desktop support specialists, IT admins, and data security professionals have acted as seamless supplements to the IT staffs of some of the world's biggest IT service firms. Progent's range of technical knowledge allows you to add to the scope of your IT service practice, and Progent's close integration with your support team lets you promote and preserve your company's brand.

Progent is an IT support firm with two decades of background delivering remote expertise to small and mid-size organizations. Progent is a Microsoft Certified Partner and maintains one of the largest teams of Cisco-certified CCIE network infrastructure engineers of any private IT services firm in the world. Progent has provided online IT support and consulting to clients in every state in the U.S. (See testimonials from Progent's clients.)

Using Progent's Support Services With Your Branding
Progent's reseller program for IT service organizations offers seamless resale to your clients of professional IT services. Progent invoices your firm directly and performs under your direction to provide your customers support services under your branding. Also, Progent has a low-cost Off-hours Support Service for customers who require access to 24x7 support.

Help Desk and Ticketing Services for Network Service Firms
Ticketing is the heart of a successful service desk. But modern ticketing systems are not only expensive to license and staff, but also a hassle to set up and manage. Small or niche IT support providers do not have the necessary financial or human resources. Progent's Call Center and ticketing solution gives IT support organizations an affordable way to keep their own branding while providing their clients world-class desktop support built around 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 IT Service Providers
Progent's Service Desk and ticketing solution for IT support firms leverages Progent's sizable investments in highly scalable ticketing technology, an online desktop services staff, and a group of geographically dispersed subject matter experts. You can use Progent's ticketing system exclusively or Progent can set up communications with your current ticketing platform. The features available with Progent's Call Center and ticketing services allow you to expand your support workload, the range of technical issues your firm can take on, the number of geographies you can serve, and your hours of availability.

Important features of Progent's Service Desk and ticketing solution for IT support organizations include:

  • Progent's online desktop service team provides Level 1 end user support with 1-hour service level agreement (SLA) to commence work during standard work hours.
  • Standard support hours are from 5am to 7pm PST, five days per week.
  • Extended hours support is available at extra cost.
  • Optional onsite service in major metros is available throughout the country at additional cost.
  • You retain full control of your clients and billing.
  • Your clients enter service requests via your branded Internet portal, a toll-free phone number, or by sending a message to your assigned email address.
  • Every customer request automatically becomes an open request in the ticket system.
  • Service tickets can be tracked and updated online until resolution.
  • Optional transfer of Level 2 and Level 3 problems to Progent's or to your subject matter experts.
For more details about Progent's Service Desk and ticketing outsourcing solution, go to Help Desk and ticketing services for small businesses.

Progent's Consulting for IT Service Firms
Progent's consulting expertise for network service providers allows your support team to become a single source for practically all IT expertise your customers may require. You can build your staff and strategic in-house competencies steadily without being forced to turn down new business owing to a gap in expertise or the absence of bandwidth.

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

  • Transparent Support: Progent acts as a transparent extension of your internal IT service group, under your direction, and bills you instead of your customer.
  • By-the-Minute Billing: Progent charges on a per-minute basis to minimize expenses.
  • Extensive Service Documentation: Progent utilizes an enterprise-class service reporting platform to ensure that all IT services delivered are thoroughly documented. This allows your IT support organization to shift service responsibilities to internal consultants when you have sufficient people and appropriate technical skills.
Key benefits of Progent's Reseller Program for IT Service Providers include:
  • Safely Grow Your Service Business: You can easily and efficiently take on additional opportunities outside your core areas of expertise and open new geographies without the risks involved with increasing your full-time staff too quickly.
  • Re-enforce Your Brand: You can improve your positioning as a comprehensive network support firm by offering more services to more clients using your own brand.
  • Flesh Out Your IT Support Catalog: Progent offers world-class expertise in a wide array of technologies and can be a dependable resource for growing your IT support business.
  • Fast Escalation: Thanks to a sizable team of top-level IT experts ready to help, Progent can transition rapidly from Tier 1 to Tier 3 services so even the most challenging issues get resolved fast.
  • Make Your Clients Satisfied: Happy customers are loyal. By teaming with Progent, you can continue delivering solutions without ever requiring clients to seek help outside the fold.
  • Remote Technical Support Professionals: For 20 years, Progent has delivered online network support from Help Desk services to advanced consulting. Effective remote support cuts costs while delivering fast results.
  • Advanced Certifications: Progent's IT experts hold top certifications from Microsoft, Cisco, Apple, VMware, Citrix, IBM, and other technology leaders. Progent's security and compliance experts hold advanced certifications including CISSP-ISSAP, CISA, and CRISC. Learn more details about Progent's industry certifications.
To read or download a printable 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 Waltham, Massachusetts Businesses
Progent's nationwide team of certified engineers offers Waltham, Massachusetts organizations a broad range of online technical guidance and debugging services. Practice areas covered under Progent's consulting program for IT service firms include:

Learn More Details About Progent's Reseller Support for IT Service Organizations in Waltham, Massachusetts
To learn additional information about Progent's consulting support for IT service firms in Waltham, Massachusetts, call 1-800-993-9400 or visit Contact Progent.