Progent's Shared Service Desk
Outsourced and Shared Help Center ServicesProgent's Shared Service Desk permits your IT staff to split activity for support services transparently between your in-house network support team and Progent's nationwide pool of IT service technicians, engineers and subject matter experts (SMEs). Progent's Co-managed Help Desk service is a joint IT service system built around ConnectWise Manage, the leading Professional Services Automation platform for administering IT support requests, generating trouble tickets, assigning responsibility, monitoring status, and producing management analytics. The cost for Level 1 support for Progent's Shared Help Desk service averages less than $18 per user per month.

Progent's Co-managed Service Desk offers a seamless supplement to your internal IT support group. User access to the Service Desk, provision of technical assistance, problem escalation, trouble ticket generation and updates, performance measurement, and management of the service database are cohesive regardless of whether issues are resolved by your core network support group, by Progent's team, or a mix of the two. All client service calls are triaged as Level 1, 2 or 3 incidents. Progent handles whatever support level or levels you assign (typically Level 1 and Level 3). Original service calls are routed either to your internal IT support staff or to Progent's Technical Response Center, based on your preferences. Level 2 or Level 3 tickets can be escalated to Progent's Experts Team of subject matter experts (SMEs). The assignment procedure is seamless for your users. You have unrestricted versatility to extend or shrink your share of technical support activity as needed. Progent takes care of startup deployment and provisioning of the professional services automation software plus workflow documentation, validation and training.

Progent's Service Ticketing Solution

A collaborative ticketing system tracks issues through the complete trouble ticket lifecycle

Progent's Technical Response Center
Progent's Technical Response Center has been delivering remote IT support for over two decades and serves active customers in each state in the U.S. (refer to Progent's customer testimonials.) The Technical Response Center provides the team of veteran desktop technicians who can resolve Level 1 issues, which make up the bulk of Help Desk service calls. The TRC, like Progent's Experts Team, uses the ConnectWise Manage professional services automation (PSA) software platform to streamline ticketing, status tracking, ownership delegation, problem escalation and reporting. This prevents tickets from falling through the cracks and offers users clear understanding about all services delivered. The Technical Response Center targets 90% in-person answer rate and enables Progent's Shared Help Desk Services to include a 60-minute service-level agreement. Service times are 5am to 7pm Pacific Time on standard business days. Extended support times and onsite service are offered at extra cost. To learn more about the TRC, refer to Progent's TRC Customer Commitment.

Service Levels
Progent offers three distinct levels of online technical support, which are equivalent to industry-standard Tier 1 to Tier 3 service. You can define which support levels will be provided exclusively or shared by Progent's support team and your in-house staff. The size and knowledge of Progent's team of subject matter experts (SMEs) enables rapid and efficient ticket escalation and makes it possible to rely on Progent as a one-stop source for the majority of IT problems at any service level. Also, Progent's provision of knowledge transfer allows key support issues to migrate from higher to lower levels as resolution processes 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 requests and delivers baseline technical support and debugging, such as password issues, printer configurations, break/fix instructions, 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 can also include support for familiar Level 2 and Level 3 issues where solutions have previously been documented.
  • Level 2 Support: Primarily handles break/fix, setup issues, troubleshooting, software installations, and hardware repair including on-premises repair or orchestrating depot services. Level 2 support deals with escalated problems that Level 1 personnel are not qualified to handle. Level 2 service will occasionally evolve to Level 3, based on the issue and the manner the Help Desk is structured.
  • Level 3 Support: Debugging, setup, DBA, and repair for OS and applications servers, datacenter, email, file shares, and various integration issues. In addition to possessing the ability to find fixes to novel problems, a Level 3 engineer typically has the most expertise.
Example of a Trouble Ticket Lifecycle
A common example of a ticket lifecycle is the situation where you want Progent's Technical Response Center to triage all support requests. In this case, Progent may be tasked with working directly with all the Level 1 issues your end users report. Progent can promote the remaining support requests to your in-house network support team. Your internal network support staff would then address the Level 2 problems they have the skills and availability to resolve and promote any residual issues to Progent's Experts Team.

Sample Ticket Lifecycle

Progent's Shared Help Desk Ticketing Support

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

This sample implementation of Progent's Co-managed Help Desk Service has a 4-stage ticket lifecycle:

  1. Your clients enter requests through the online service portal, a dedicated telephone number, or by sending a message to a specific mailbox. This automatically launches an open request in the ticket system.
  2. Progent's Technical Response Center (TRC) gets the ticket request and determines whether it will be handles or promoted to your in-house Service Desk.
  3. Your Help Desk receives the forwarded ticket request and determines the best method to resolve the issue. If needed, your Service Desk can in turn escalate the ticket request back to Progent for assignment to Progent's Experts Team.
  4. Progent gets the updated trouble 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 resolved or closed.
It is important to note that all support teams that handle the trouble ticket can examine and update the content, and the ticket system immediately notifies your users about changes in the status of a ticket. As a result of the detailed, shared reporting process enforced by the ticketing system, frequent technical issues that at first require an expert can rapidly move to a lower Tier for faster and less costly resolution.

Key Features of Progent's Help Desk Service
Top features of Progent's Shared Service Desk offerings include:

  • Pooled desktop support from Progent's Technical Response Center (TRC) team
  • Desktop online support available 5 days a week, 5am-7pm PST, One-hour SLA
  • Special per-hour rate and per-minute granularity for Level 1 support for clients
  • Typical price of Level 1 support is approximately $18/user/month
  • Level 2 and Level 3 support from Progent SME available on request at Progent's normal consulting rates
  • De-escalation permits problems that initially call for Level 2 or Level 3 support to drop to a lower, less costly Level after procedures are documented
  • StreamlineIT includes a full implementation of ConnectWise Manage with secure multi-tenant support
Specifics of Progent's Co-managed Call Desk Support Offering
Progent's Shared Service Desk program is intended to offer a flexible, co-operative call desk system for mid-size organizations. Specifics of these services, with Progent responsible for Level 1 support, include:
  • Offered only in the United States and territories
  • One-time startup fee dependent on complexity of the deployment
  • Live Answer of incoming service calls to Progent Technical Response Center (TRC) with a goal of 90% Live Answer of all calls
  • After determining if server or networking assistance is required, some requests will be passed to Level 2 or 3 support
  • All assistance that needs Level 2 or Level 3 expertise will be handled by a Progent SME after receiving your approval
  • 1 hour SLA for Level 1 desktop support in most cases
  • Level 1 Support is for your client users and covers Windows-powered systems and Apple devices
  • Progent Level 2 or Level 3 support will be provided at standard hourly consulting prices
  • Progent will provide skilled resources - Technical Response Center (TRC) desktop specialists daily, Level 2 and 3 as required
  • Progent will dedicate a toll-free phone number and email mailbox for inbound service calls
  • Free Remote Control software with screen sharing for efficient IT troubleshooting
  • Free ProSight IT Asset Management system for cloud-based IT documentation management
  • All Level 1 online service is charged at a discounted hourly rate with one-minute granularity
  • All Level 1 support will be performed online, no on-premises work included
  • All on-premises work will be invoiced at standard consulting rates
  • All on-premises work will have an added fixed fee as well as any specific travel expenses
  • All travel cost estimates will be disclosed and require customer approval before support services or travel will be undertaken
  • Contracted projects and distinct Statements of Work will include their individual estimates and fees outlined and will be undertaken only following authorization by client
Graduated Deployment
Progent's phased deployment process permits your business to move smoothly to a shared Help Desk and a modern trouble ticket and reporting solution. Key phases of the onboarding procedure for Progent's Shared Help Desk Service include:

Initial Phase

  • Build your custom Service Desk environment, including your internal support group, locations, and user information
  • Progent will work with your service team to analyze current inbound service requests
  • Set up your incoming help request service to incorporate a mailbox, software agents, and a dedicated telephone number
Subsequent Phases
  • Progent provides ticket management training for your company's support team
  • Work together to create core workflow and escalation processes
  • Add all your staff and assets that will provide IT support
  • Develop the announcement message and promotion of the new Help Desk environment
  • Pick a specific location or manageably-sized groups to onboard initially
  • Integrate more groups of users into the system at determined intervals
Tuning
  • Review reports and system configuration for efficient data and workflow
  • Create additional reports or fields required to enhance the detection or tracking of common issues
  • Identify missing information that might enable a better success percentage for Level 1 support requests
Go Live
  • All users have been exposed to the support system and can connect to it
  • All relevant client and hardware data is entered into the support system
  • You are able to exchange and manage tickets smoothly between your in-house support group and Progent
  • You are able to track daily, weekly and monthly support performance and trends
Benefits of Progent's Shared Service Desk
Progent's Shared Service Desk offers a variety of benefits that allow businesses to give end users fast and successful IT services while simultaneously cutting expenses and reducing administrative burden. Advantages of Progent's Shared Service Desk include:
  • Keep total control of your IT service requests: you decide what tickets are escalated to Progent's service group or taken care of by your internal support staff.
  • Quick availability of supplemental IT support professionals when you need them: Progent's professional services PSA software automatically routes internal trouble tickets or permits you manually forward to Progent's Technical Response Center.
  • Productivity: Progent's Call Desk experts will review your incoming service requests and propose additional data that would promote an improved resolution rate for typical Level 1 issues. Progent's team can also assist you with tag creation to speed up solutions.
  • Seamlessness: Progent's Shared Help Desk works as a seamless supplement to your internal Call Center with unified ticketing and documentation so nothing drops between the seams.
  • Contented workers: End users can track the progress of their IT service requests rapidly and easily.
  • Management insight: You benefit from the metrics, responsibility assignments, and performance monitoring of an advanced PSA system to help you to build a custom-designed Call Center experience that provides maximum business value.
  • Concentrate on your core business initiatives, not IT service calls and unhappy workers: Your IT managers escape being bogged down trying to manage common support calls.
Download Progent's White Paper: Is Co-managed IT a Good Idea?
Though supporting your own self-sufficient local network support staff can be a burden from the cost standpoint, a lot of companies opt for that strategy because it provides them greater control over their network management. But did you realize that your business can continue to leverage the benefits of a managed services provider within the shared IT support model. This co-managed model enables your organization to stay in command over your system infrastructure while augmenting your own IT team simply and affordably.

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

Complementary Services
Progent has developed the ProSight family of remote monitoring and management (RMM) services to automate critical activities related to network management, security and upkeep. Any of these services can be used with Progent's Co-managed Help Desk service by deploying agent software on machines to be monitored and managed. Notifications sent by these software agents can be forwarded automatically to Progent's Technical Response Center, managed via the trouble ticket and monitoring system, and categorized for Level 1, 2 or 3 treatment.

Examples 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 leading information security companies to provide web-based management and comprehensive security for all your inbound and outbound email. The hybrid architecture of Progent's Email Guard combines cloud-based filtering with an on-premises security gateway device to provide complete protection against spam, viruses, Dos Attacks, DHAs, and other email-borne malware. Email Guard's cloud filter serves as a first line of defense and keeps the vast majority of unwanted email from making it to your security perimeter. This reduces your exposure to external attacks and conserves system bandwidth and storage space. Email Guard's on-premises gateway appliance provides a deeper level of inspection for incoming email. For outbound email, the onsite gateway offers AV and anti-spam protection, protection against data leaks, and email encryption. The onsite security gateway can also help Microsoft Exchange Server to monitor and safeguard internal email that originates and ends inside your corporate firewall. For more information, visit Email Guard spam and content filtering.

  • ProSight Active Security Monitoring: AI-based Threat Scanning and Ransomware Protection:
    ProSight Active Security Monitoring ConsultantsProSight Active Security Monitoring is an endpoint protection service that utilizes next generation behavior machine learning technology from SentinelOne to guard physical and virtual endpoint devices against new malware attacks such as ransomware and file-less exploits, which routinely get by traditional signature-matching AV tools. ProSight ASM safeguards on-premises and cloud resources and provides a single platform to automate the entire malware attack lifecycle including blocking, detection, containment, remediation, and post-attack forensics. Top capabilities include single-click rollback using Windows Volume Shadow Copy Service and automatic system-wide immunization against newly discovered threats. Progent is a certified SentinelOne Partner. Learn more about Progent's ProSight Active Security Monitoring 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 worked with leading backup/restore product companies to create ProSight Data Protection Services (DPS), a family of subscription-based offerings that provide backup-as-a-service (BaaS). All ProSight DPS services automate and monitor your data backup processes and allow transparent backup and rapid restoration of critical files, applications, images, and Hyper-V and VMware virtual machines. ProSight DPS lets you avoid data loss resulting from equipment breakdown, natural disasters, fire, cyber attacks like ransomware, user mistakes, malicious insiders, or software bugs. Managed services available in the ProSight ProSight Data Protection portfolio include ProSight Ataro VM Backup, ProSight Ataro Office 365 Total Backup, ProSight DPS ECHO Backup using Barracuda dedicated hardware, and ProSight DPS MSP360 Cloud and On-prem Backup. Your Progent consultant can assist you to determine which of these managed services are best suited for your IT environment.

  • Patch Management: Patch Management Services:
    Patch Management ConsultantsProgent's support services for patch management offer businesses of any size a flexible and cost-effective alternative for evaluating, testing, scheduling, implementing, and tracking updates to your dynamic information network. Besides maximizing the security and reliability of your computer network, Progent's software/firmware update management services permit your in-house IT staff to concentrate on line-of-business initiatives and tasks that derive maximum business value from your network. Learn more about Progent's patch management support services.

  • ProSight Duo Multi-Factor Authentication: Identity Validation, Endpoint Policy Enforcement, and Secure Single Sign-on (SSO):
    Duo Two-factor Authentication ExpertsProgent's Duo authentication services utilize Cisco's Duo cloud technology to defend against compromised passwords by using two-factor authentication (2FA). Duo enables one-tap identity verification on iOS, Android, and other personal devices. Using 2FA, when you sign into a secured application and enter your password you are requested to confirm your identity via a unit that only you have and that is accessed using a different network channel. A broad range of out-of-band devices can be used for this second means of authentication including an iPhone or Android or wearable, a hardware token, a landline phone, etc. You can designate multiple validation devices. To find out more about ProSight Duo identity validation services, see Cisco Duo MFA two-factor authentication services for access security.
Why Pick Progent?
As a Microsoft Gold-Certified Partner, Progent offers your clients fast and reliable access to a proven Help Desk team ready to deliver IT support. Progent has years of background delivering phone support for networks that incorporate Microsoft products. Progent's emphasis is on giving the Call Desk a positive image as a major factor in your company's success. Progent attempts to resolve rather than merely monitor problems, and Progent's target for long-term clients is to resolve at least 80% of Service Desk service requests on the first call. First-call resolution is an important driver in controlling Call Desk expenses, enhancing the reputation of the IT staff overall and the Call Desk in particular, and raising client efficiency.

How to Get Started with Progent's Co-managed IT Help Desk Support
To learn more about Progent's Co-managed Network Call Center Services, call 800-993-9400 or visit Contact Progent.



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