Progent's Co-managed Service Desk
Outsourced and Co-managed Call Center ServicesProgent's Shared Help Desk service enables your information technology staff to divide activity for Service Desk support transparently between your internal support staff and Progent's nationwide roster of IT support engineers and subject matter experts (SMEs). Progent's Co-managed Service Desk is a collaborative IT support solution based on ConnectWise Manage, the industry-leading PSA platform for managing IT support requests, issuing trouble tickets, assigning ownership, monitoring progress, and producing management analytics. The cost for Level 1 support for Progent's Co-managed Help Desk service is typically below $18 per user per month.

Progent's Co-managed Help Desk Service offers a transparent extension of your corporate network support resources. End user interaction with the Help Desk, provision of support services, problem escalation, trouble ticket creation and tracking, performance measurement, and management of the service database are consistent whether incidents are resolved by your in-house support group, by Progent's team, or a mix of the two. All end-user support requests are ranked as Level 1, 2 or 3 incidents. Progent takes responsibility for whatever support level or levels you select (usually Level 1 and Level 3). Original service requests are assigned to your internal IT support organization or to Progent's Technical Response Center (TRC), based on your instructions. Level 2 or 3 issues can be escalated to Progent's Experts Team of subject matter experts (SMEs). The escalation activity is transparent to your users. Your business has unrestricted versatility to expand or reduce your part of IT support activity as needed. Progent takes care of startup installation and onboarding of the professional services automation software as well as documentation, validation and training.

Progent's Service Ticketing Solution

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

Progent's Technical Response Center (TRC)
Progent's Technical Response Center has been providing remote IT assistance for more than twenty years and has active customers in each state in the U.S. (refer to Progent's client testimonials.) The Technical Response Center maintains the pool of veteran computer technicians who can handle Level 1 issues, which make up the bulk of Service Desk service requests. The Technical Response Center, like Progent's Experts Team, uses the ConnectWise Manage professional services automation platform to streamline ticketing, status tracking, responsibility assignment, escalation and reporting. This system keeps tickets from being ignored and gives clients clear understanding about all services provided. Progent's TRC is committed to 90% in-person answer performance and allows Progent's Shared Service Desk Services to include a 60-minute service-level agreement (SLA). Support times are 5am to 7pm PST on standard work days. Extended support times and on-premises service are available at additional cost. To learn more about Progent's TRC, see The TRC Customer Commitment.

Service Levels
Progent offers three levels of remote technical support, which correspond to industry-standard Tier 1 through Tier 3 support. You can define which support levels will be handled exclusively or shared by Progent and your internal resources. The size and technical breadth of Progent's team of SMEs enables fast and effective ticket escalation and permits you to rely on Progent as a single source for the majority of support problems at any Tier. Also, Progent's provision of knowledge transfer permits important service issues to move from higher to lower levels as solution processes become documented and standardized so they can be handled by less knowledgeable and less expensive support personnel.

Support levels are defined as:

  • Level 1 Support: Filters Service Desk requests and delivers basic IT support and debugging, like password resets, printer configurations, break/fix instructions, ticket routing and promotion 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 support may also provide support for identified Level 2 and 3 problems where solutions have previously been recorded.
  • Level 2 Support: Generally handles break/fix, setup issues, troubleshooting, application or OS installations, and hardware repair such as onsite repair or coordinating depot support. This Level deals with promoted problems that Level 1 personnel are not equipped to resolve. Level 2 service can sometimes migrate to Level 3, depending on the problem and the manner the Service Desk operates.
  • Level 3 Support: Debugging, configuration, database administration, and fixes or updates for OS and applications servers, hybrid networks, email, collaboration, and various integration problems. In addition to having the ability to deploy fixes to novel issues, a Level 3 consultant typically has the most expertise.
Sample of a Trouble Ticket Lifecycle
A common sample of a trouble ticket lifecycle is the case where you want Progent's Technical Response Center to triage all service requests. In this case, Progent may be responsible for working directly with all the Level 1 desktop issues your users report. Progent can promote other service requests to your internal support group. Your internal support personnel would then address the Level 2 requests they have the skills and availability to resolve and escalate any residual requests to Progent's Experts Team.

Typical Ticket Lifecycle

Progent's Co-managed Service Desk Ticketing Consulting

A ticket can flow transparently through Progent's TRC, your in-house network support staff, and Progent's Experts Team

This particular deployment of Progent's Shared Help Desk Service has a four-phase ticket lifecycle:

  1. Your employees initiate service requests through the browser-based service portal, a dedicated phone number, or simply by sending a message to a designated email address. This immediately becomes an open request in the trouble ticket system.
  2. Progent's Technical Response Center gets the trouble ticket request and decides if it will be serviced or promoted to your in-house Service Desk.
  3. Your Help Desk gets the forwarded trouble ticket request and determines the proper means to resolve the problem. If needed, your Service Desk can in turn forward the ticket request back to Progent for resolution by Progent's Experts Team.
  4. Progent gets the revised ticket request, identifies the best suited SME from the Experts Team, and tasks the designated subject matter exert to collaborate with your support staff until the problem is fixed or closed.
Note that all teams that service the trouble ticket can examine and update the information, and the ticket system automatically alerts your clients about updates to the status of a ticket. Because of the thorough, shared documentation workflows enforced by the ticketing platform, repeat IT problems that initially require a high-level of expertise can eventually move to a lower Tier for quicker and less expensive resolution.

Key Features of Progent's Help Desk Service
Important features of Progent's Shared Help Desk offerings are:

  • Pooled Level 1 support from Progent's Technical Response Center staff
  • Desktop remote help available 5 days a week, 5am-7pm Pacific Time, 60 Minute SLA
  • Special per-hour support rate and per-minute granularity for Tier 1 desktop support for users
  • Typical price of Level 1 support is approximately $18 per user monthly
  • Level 2 and Level 3 help from Progent subject matter expert available on request at Progent's standard consulting fees
  • De-escalation allows issues that at first call for Level 2 or Level 3 support to migrate to a lower, less costly Tier once procedures are documented
  • StreamlineIT includes a full implementation of ConnectWise Manage PSA software with secure multitenancy
Specifics of Progent's Shared Call Desk Support Offering
Progent's Co-managed Help Desk support program is designed to provide a flexible, collaborative call center system for medium-size businesses. Specifics of this service offering, with Progent providing Level 1 support, include:
  • Available only in the United States and territories
  • Initial startup charge based on complexity of the solution
  • Starting 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 clients. Progent's TRC Service Lead will work closely with you to create a What Goes Where document to help transparently escalate to your service group or de-escalate back to Progent's support engineers.
  • Live Answer of inbound service requests to Progent Technical Response Center with a target of 90% Live Answer of all requests
  • After determining if server or network infrastructure support is required, some service requests will be escalated to Level 2 or Level 3 support
  • All assistance requiring Level 2 or 3 service will be handled by a Progent SME after receiving customer approval
  • 1 hour SLA for Level 1 desktop support in most cases
  • Level 1 Support is for end users and covers Windows-based computers and Apple devices
  • Progent Level 2 or 3 services will be provided at standard hourly consulting rates
  • Progent will provide resources - Technical Response Center (TRC) desktop specialists during standard hours, Level 2 and 3 as needed
  • Progent will dedicate a toll-free phone number and email mailbox for incoming service calls
  • Free Remote Control software with screen sharing for streamlined IT troubleshooting
  • Free ProSight IT Asset Management system for professional IT documentation management
  • All Level 1 remote support is billed at a special hourly rate with per-minute granularity
  • All Level 1 service will be performed online, no onsite work included
  • All on-premises support will be billed at regular consulting rates
  • All onsite support will have an added fixed charge plus any documented travel expenses
  • All travel cost estimates will be disclosed and need client agreement before work or travel will be performed
  • Projects and distinct Statements of Work will have their own estimates and fees stipulated and will be performed only after approval by customer
Phased Onboarding
Progent's non-disruptive deployment procedure permits your business to migrate transparently to a co-managed Help Desk and a modern trouble ticket and reporting system. Key phases of the deployment process for Progent's Shared Help Desk Service include:

Initial Steps

  • Create your personalized Service Desk experience, including your in-house support group, locations, and client information
  • Progent's consultants will work with your company's support team to review current incoming support requests
  • Set up your incoming help request system to incorporate email, software agents, and a dedicated phone number
Next Phases
  • Progent delivers trouble ticket management education for your support team
  • Jointly create basic workflow and escalation processes
  • Add all your staff and resources that will provide IT support
  • Create the announcement message and promotion of the new Service Desk solution
  • Select a defined location or small groups to onboard first
  • Integrate additional groups of users into the solution at a workable pace
Tuning
  • Study reports and system setup for proper information and workflow
  • Create additional reports or fields needed to improve the identification or tracking of common issues
  • Surface key data that could enable a higher success rate for Level 1 support calls
Go Live
  • All clients have been exposed to the support system and can access it
  • All required user and equipment information is entered into the support system
  • You can transfer and manage tickets transparently between your in-house team and Progent
  • You are able to track support performance
Advantages of Progent's Co-managed Service Desk
Progent's Shared Service Desk offers an array of benefits that allow you to give clients fast and effective IT support services while at the same time trimming costs and relieving administrative burden. Advantages of Progent's Shared Help Desk services include:
  • Keep total control of your IT support requests: you determine what tickets are escalated to Progent's support group or handled by your in-house support staff.
  • Immediate access to supplemental IT service professionals when you require them: Progent's professional services automation (PSA) software automatically routes in-house trouble tickets or permits you manually escalate to Progent's Technical Response Center.
  • Efficiency: Progent's consultants will review your current incoming service requests and identify missing data that would promote an improved resolution rate for common desktop requests. Progent's Call Desk experts can also assist you to improve tag creation to expedite problem resolution.
  • Seamlessness: Progent's Shared Service Desk acts as a virtual supplement to your internal Help Desk with unified ticketing and reporting so no request drops through the cracks.
  • Happy workers: End users can track the status of their IT service calls quickly and easily.
  • Management analytics: You benefit from the measurements, responsibility assignments, and performance reporting of a modern PSA system to help your organization to build a custom-designed Help Desk environment that provides maximum business value.
  • Concentrate on your core business initiatives, not IT service requests and disgruntled end-users: Your IT managers avoid being bogged down handling ordinary service requests.
Read Progent's White Paper: Is Co-managed IT a Good Idea?
Though supporting a self-sufficient in-house IT services group can prove a burden from the cost perspective, many businesses opt for that approach because it offers more flexibility with their information system management. Yet did you know that your company can still leverage the advantages of a managed IT services provider within the co-managed network service model. The co-managed model allows your company to keep in control over your network infrastructure while supplementing your local IT group simply and affordably.

To find out more, check out our white paper: Is co-managed IT a good idea? (PDF - 632 KB).

Download Progent's Co-managed Service Desk Datasheet
To download a single-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 packaged the ProSight suite of remote monitoring and management (RMM) services to automate vital processes associated with IT administration, cybersecurity and maintenance. Any of these RMM services can be used with Progent's Co-managed Call Desk service by deploying agent software on computers to be monitored and managed. Notifications sent by these agents can be forwarded automatically to Progent's Technical Response Center, managed through the trouble ticket and tracking 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 Protection:
    ProSight Email Guard Content Filtering ConsultantsProSight Email Guard is Progent's spam filtering and email encryption service that uses the technology of leading information security companies to provide web-based control and comprehensive security for your email traffic. The powerful structure of Progent's Email Guard integrates a Cloud Protection Layer with a local security gateway device to offer advanced defense against spam, viruses, Dos Attacks, Directory Harvest Attacks, and other email-borne threats. Email Guard's Cloud Protection Layer acts as a preliminary barricade and keeps the vast majority of threats from reaching your network firewall. This decreases your exposure to inbound attacks and conserves network bandwidth and storage. Email Guard's onsite gateway device provides a deeper level of analysis for inbound email. For outbound email, the on-premises security gateway offers anti-virus and anti-spam filtering, protection against data leaks, and email encryption. The on-premises security gateway can also assist Microsoft Exchange Server to monitor and protect internal email traffic that originates and ends within your security perimeter. For more information, see Email Guard spam and content filtering.

  • ProSight Active Security Monitoring (ASM): AI-based Threat Scanning and Ransomware Protection:
    ProSight Active Security Monitoring ConsultantsProSight Active Security Monitoring (ASM) is an endpoint protection solution that utilizes cutting edge behavior machine learning technology from SentinelOne to defend physical and virtual endpoints against modern malware attacks such as ransomware and email phishing, which routinely escape traditional signature-based AV tools. ProSight Active Security Monitoring protects local and cloud resources and provides a unified platform to address the complete malware attack lifecycle including protection, identification, containment, cleanup, and forensics. Top features include single-click rollback with Windows VSS and real-time network-wide immunization against newly discovered attacks. Progent is a SentinelOne Partner, reseller, and integrator. Learn more about Progent's ProSight Active Security Monitoring 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 product vendors to produce ProSight Data Protection Services (DPS), a selection of management offerings that provide backup-as-a-service. All ProSight DPS products automate and monitor your data backup operations and allow non-disruptive backup and rapid restoration of important files, applications, system images, plus virtual machines. ProSight DPS lets you recover from data loss resulting from hardware breakdown, natural calamities, fire, malware like ransomware, human error, ill-intentioned insiders, or application glitches. Managed backup services available in the ProSight Data Protection family include ProSight Altaro VM Backup, ProSight 365 Total Backup (formerly Altaro Office 365 Backup), ProSight ECHO Backup using Barracuda dedicated hardware, and ProSight MSP360 Hybrid Backup. Your Progent service representative can assist you to identify which of these fully managed backup services are best suited for your IT environment.

  • Progent's Patch Management: Software/Firmware Update Management Services:
    Software/Firmware Update Management ServicesProgent's managed services for software and firmware patch management offer businesses of all sizes a versatile and cost-effective alternative for evaluating, validating, scheduling, applying, and tracking software and firmware updates to your dynamic IT network. Besides optimizing the protection and functionality of your computer environment, Progent's software/firmware update management services free up time for your IT staff to focus on line-of-business projects and tasks that derive maximum business value from your information 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:
    Duo Two-factor Authentication ConsultantsProgent's Duo MFA services utilize Cisco's Duo technology to protect against compromised passwords through the use of two-factor authentication. Duo supports single-tap identity confirmation with iOS, Android, and other out-of-band devices. Using 2FA, whenever you log into a secured online account and give your password you are requested to confirm who you are on a device that only you have and that is accessed using a different ("out-of-band") network channel. A broad selection of out-of-band devices can be used as this added means of authentication such as an iPhone or Android or wearable, a hardware token, a landline phone, etc. You may register several verification devices. For details about Duo two-factor identity authentication services, go to Cisco Duo MFA two-factor authentication (2FA) services.
Why Pick Progent?
As a Microsoft Gold-Certified Partner, Progent offers your clients quick and convenient access to a seasoned Call Desk group ready to deliver technical support. Progent has years of background providing phone support for networks that incorporate Microsoft technology. Progent's emphasis is on earning the Service Desk a positive image as a major contributor to your company's success. Progent attempts to resolve and not merely monitor issues, and Progent's goal for established clients is to fix 80% or more of Service Desk problems on the first call. First-call success is a key driver in lowering Call Desk expenses, improving the image of the IT group overall and the Service Desk in particular, and increasing end-user satisfaction.

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



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