Progent's Shared Service Desk
Outsourced and Shared Call Center ServicesProgent's Shared Help Desk service is intended for organizations with 50 to 500 end users and allows your IT team to split activity for Help Desk services seamlessly between your internal network support team and Progent's extensive pool of certified IT support engineers and subject matter experts. Progent's Co-managed Help Desk service is a joint IT service system built around ConnectWise Manage, the industry-leading Professional Services Automation (PSA) platform for administering IT support requests, generating trouble tickets, designating ownership, monitoring progress, and generating management reports. The cost for Level 1 IT support for Progent's Co-managed Help Desk service averages under $18 per user per month.

Progent's Co-managed Help Desk Service provides a seamless extension of your core IT support group. End user interaction with the Help Desk, provision of support, problem escalation, ticket creation and tracking, efficiency measurement, and management of the support database are consistent whether issues are resolved by your in-house support group, by Progent, or a mix of the two. All client support calls are ranked as Level 1, 2 or 3 incidents. Progent focuses on the support level or levels you assign (typically Levels 1 and 3). Original support requests are routed to your internal network support group or to Progent's Technical Response Center (TRC), depending on your instructions. Level 2 or 3 tickets can be referred to Progent's Experts Team of subject matter experts (SMEs). The escalation procedure is transparent to your end users. Your business has complete versatility to extend or reduce your part of support activity as circumstances demand. Progent provides startup installation and provisioning of the professional services automation software plus workflow documentation, validation and education.

Progent's Service Ticketing Solution

A collaborative ticketing system tracks support issues throughout the entire trouble ticket lifecycle

Progent's Technical Response Center (TRC)
Progent's Technical Response Center (TRC) has been providing remote technical assistance for over two decades and serves active clients in every state in the country (see Progent's client testimonials.) The TRC maintains the team of certified computer experts who can resolve Level 1 tickets, which make up the bulk of Service Desk support requests. The TRC, like Progent's Experts Team, uses the ConnectWise Manage professional services automation software platform to streamline ticketing, tracking progress, responsibility assignment, problem escalation and management reporting. This keeps tickets from falling through the cracks and offers clients clear understanding about all support services provided. The Technical Response Center is committed to 90% in-person answer rate and allows Progent's Shared Help Desk program to include a 60-minute service-level agreement. Service hours are 5am to 7pm PST on normal business days. Extended hours and onsite help are offered at extra cost. For more details about the TRC, refer to Progent's TRC Customer Commitment.

Definition of Service Levels
Progent provides three distinct levels of remote technical help, which align with industry-recognized Tier 1 through Tier 3 support. You can choose which support levels will be provided exclusively or in part by Progent's support team and your internal resources. The size and technical breadth of Progent's team of SMEs allows rapid and effective ticket escalation and makes it possible to count on Progent as a one-stop source for the majority of support problems at any service level. Also, Progent's practice of knowledge transfer allows key support issues to move from higher to lower levels as solution processes become documented and standardized so they can be performed by less skilled and lower-cost service personnel.

Service levels are described as:

  • Level 1 Support: Filters Help Desk requests and delivers baseline technical support and troubleshooting, such as password issues, printer set up, break/fix procedures, 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 support can also provide assistance for familiar Level 2 and 3 problems where mitigation solutions have already been documented.
  • Level 2 Support: Primarily handles break/fix, configuration issues, debugging, software deployment, and hardware fixes including onsite repair or coordinating depot support. This Level involves escalated problems that Level 1 personnel are not qualified to handle. Level support can sometimes escalate to Level 3, based on the issue and the manner the Help Desk operates.
  • Level 3 Support: Troubleshooting, setup, database administration, and fixes or updates for OS and applications servers, hybrid networks, messaging, file shares, and common integration problems. Besides having the capability to find fixes to new problems, a Level 3 consultant usually has the most expertise.
Example of a Trouble Ticket Lifecycle
A common sample of a ticket lifecycle is the case where you want Progent's Technical Response Center to triage all support calls. In this case, Progent may be tasked with working with all the Level 1 issues your users initiate. Progent can route the remaining issues to your internal network support group. Your internal network support staff would then take on the Level 2 problems they have the skills and availability to resolve and promote any remaining issues to Progent's Level 3 Experts Team.

Sample Trouble Ticket Lifecycle

Progent's Co-managed Service Desk Ticketing Consulting

Tickets can flow seamlessly across Progent's TRC, your internal network support team, and Progent's SME Team

This particular implementation of Progent's Shared Help Desk Service has a 4-stage trouble ticket lifecycle:

  1. Your clients enter requests for support through the online service portal, a dedicated telephone number, or by sending an email to a specific email address. This automatically becomes an open request in the trouble ticket system.
  2. Progent's Technical Response Center (TRC) receives the trouble ticket request and determines whether it will be serviced or escalated to your in-house Service Desk.
  3. Your Help Desk receives the promoted ticket request and determines the proper means to service the issue. If needed, your Help Desk can in turn promote the open request back to Progent for assignment to Progent's Experts Team.
  4. Progent gets the updated ticket request, selects the most appropriate subject matter exert from the Experts Team, and tasks the designated SME to collaborate with your IT group until the issue is fixed or closed.
Note that all support groups that handle the ticket can review and update the information, and the trouble ticket system automatically alerts your users about updates to ticket status. As a result of the detailed, shared documentation workflows inherent in the ticketing system, common IT issues that at first require a high-level of expertise can rapidly migrate to a lower Tier for faster and less expensive repair.

Key Features of Progent's Service Desk
Important aspects of Progent's Shared Call Desk program are:

  • Pooled desktop help from Progent's Technical Response Center (TRC) team
  • Level 1 online support provided 5 days a week, 5am-7pm Pacific Time, 60 Minute SLA
  • Discounted hourly rate with one-minute granularity for Level 1 desktop support for users
  • Typical cost of Level 1 service is about $18 montly per user
  • Level 2 and Level 3 help from Progent subject matter expert provided on request at Progent's standard consulting rates
  • De-escalation permits issues that initially require Level 2 or Level 3 expertise to drop to a lower, less costly Tier once solutions are documented
  • StreamlineIT provides a full version of ConnectWise Manage with secure multi-tenant support
Details of Progent's Co-managed Service Desk Offering
Progent's Shared Help Desk support program is intended to offer a versatile, co-operative call desk system for mid-size organizations. Specifics of these services, with Progent responsible for Level 1 desktop support, include:
  • Available only in the United States and territories
  • Initial setup charge dependent on complexity of the solution
  • Beginning day one, you are assigned by Progent a Technical Resource Center (TRC) Coordinator and a TRC Service Lead to resource, assign and communicate with your service group and your users. Progent's TRC Service Lead will work with you to develop a What Goes Where document to help seamlessly escalate tickets to your team or de-escalate back to Progent's support engineers.
  • Live Answer of inbound support calls to Progent Technical Response Center with a goal of 90% Live Answer of all requests
  • After determining whether server or network infrastructure support is needed, some service requests will be passed to Level 2 or Level 3 support
  • All support requiring Level 2 or Level 3 expertise will be worked on by a Progent SME after receiving customer approval
  • 1 hour SLA for Level 1 desktop support in most cases
  • Level 1 Service is for your client users and covers Windows-based systems and Apple devices
  • Progent Level 2 or 3 support will be provided at standard hourly consulting prices
  • Progent will provide skilled personnel - Technical Response Center (TRC) desktop specialists during standard hours, Level 2 and Level 3 as needed
  • Progent will provide a phone number and email mailbox for inbound service requests
  • Free Remote Control app with screen sharing for efficient technical troubleshooting
  • Free ProSight IT Asset Management solution for IT documentation management
  • All Level 1 online service is charged at a special desktop hourly rate with per-minute granularity
  • All Level 1 support is performed remotely, no on-premises support included
  • All onsite support will be billed at standard consulting rates
  • All on-premises support will have an additional fixed charge as well as any specific travel costs
  • All travel cost estimates will be provided and require client agreement before support services or travel will be performed
  • Projects and separate Statements of Work will have their individual estimates and costs defined and will be performed only following authorization by customer
Phased Deployment
Progent's proven onboarding procedure allows your business to move seamlessly to a co-managed Help Desk and a modern ticketing and reporting solution. Key phases of the onboarding process for Progent's Co-managed Help Desk Service include:

First Phase

  • Build your personalized Help Desk environment, including your internal team, locations, and user information
  • Progent's consultants will work with your company's support team to review current inbound support calls
  • Configure your incoming help request system to include email, software agents, and a dedicated phone number
Subsequent Steps
  • Progent delivers ticket management training for your company's service group
  • Work together to create basic workflow and ticket escalation processes
  • Integrate all your teams and assets that will provide support
  • Create the roll-out message and selling of the new Help Desk environment
  • Pick a specific location or small clusters of users to onboard initially
  • Bring additional users into the solution at determined intervals
Refinement
  • Study reports and system configuration for efficient data and processes
  • Add additional reports or fields needed to enhance the identification or tracking of frequently seen IT problems
  • Identify key information that could allow a higher resolution rate for Level 1 service requests
Production
  • All clients have been introduced to the support system and can connect to it
  • All required client and equipment information is entered into the service system
  • You can transfer and administer trouble tickets transparently between your internal team and Progent
  • You are able to monitor daily, weekly and monthly support performance and trends
Benefits of Progent's Co-managed Help Desk Services
Progent's Shared Service Desk offers an array of advantages that enable businesses to give clients fast and effective IT support while simultaneously cutting costs and reducing administrative burden. Advantages of Progent's Shared Service Desk include:
  • Keep complete control of your IT support requests: you decide what trouble tickets are escalated to Progent's service desk or taken care of by your internal support staff.
  • Immediate availability of additional IT support experts when you need them: Progent's professional services automation (PSA) software automatically distributes internal tickets or allows you manually escalate to Progent's TRC.
  • Productivity: Progent's Call Desk experts will review your inbound service requests and identify missing information that would allow a higher success rate for common desktop issues. Progent's team can also assist you to improve tag management to expedite problem resolution.
  • Transparency: Progent's Shared Service Desk works as a seamless supplement to your internal Help Desk with centralized ticketing and documentation so no request falls through the cracks.
  • Contented workers: Users have the ability to follow the progress of their IT support requests quickly and conveniently.
  • Management insight: You have the measurements, responsibility assignments, and performance monitoring of an advanced PSA platform to assist you to create a custom Help Desk experience that delivers maximum business value.
  • Concentrate on your strategic business issues, not IT support requests and unhappy end-users: Your IT managers escape being bogged down handling ordinary support calls.
To see a cost analysis of Call Center outsourcing vs. supporting an internal Call Desk, refer to outsourced and co-sourced Help Desk advantages.

Download Progent's White Paper: Is Co-managed IT a Good Idea?
Although supporting your own self-sufficient in-house IT services staff can prove a burden from the budgetary standpoint, a lot of businesses prefer that strategy because it allows more control over their information system management. Yet did you know that you can continue to leverage the benefits of a managed IT services firm using the shared network support strategy. The co-managed services model permits your organization to keep in control over your network infrastructure while reinforcing your in-house IT services staff simply and affordably.

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

Download Progent's Co-managed Help Desk Datasheet
To download a one-page datasheet in PDF format describing Progent's Shared Help Desk, click:
Progent's Shared Help Desk Datasheet. (PDF - 108 KB)

Related Services
Progent has packaged the ProSight suite of remote monitoring and management (RMM) services to automate critical processes related to IT administration, cybersecurity and upkeep. Any of these RMM services can be used with Progent's Shared Help Desk service by deploying agent software on computers to be tracked and managed. Alerts sent by these agents can be forwarded automatically to Progent's Technical Response Center, managed via the ticketing and monitoring system, and triaged for Level 1, 2 or 3 support.

Examples of ProSight Remote Monitoring and Management packages 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 top information security companies to provide web-based control and comprehensive security for all your inbound and outbound email. The powerful structure of Email Guard managed service combines cloud-based filtering with a local security gateway appliance to offer complete protection against spam, viruses, Dos Attacks, DHAs, and other email-based malware. The cloud filter serves as a preliminary barricade and keeps the vast majority of threats from making it to your network firewall. This reduces your vulnerability to inbound attacks and conserves network bandwidth and storage. Email Guard's on-premises security gateway appliance provides a further level of inspection for incoming email. For outgoing email, the onsite security gateway offers anti-virus and anti-spam protection, policy-based Data Loss Prevention, and email encryption. The onsite gateway can also assist Exchange Server to track and protect internal email that stays inside your security perimeter. For more information, visit ProSight Email Guard spam and content filtering.

  • ProSight Active Security Monitoring (ASM): Behavior-based Threat Analysis and Ransomware Defense:
    ProSight Active Security Monitoring ConsultantsProgent's ProSight Active Security Monitoring (ASM) is an endpoint protection service that incorporates cutting edge behavior analysis tools from SentinelOne to defend physical and virtual endpoint devices against modern malware attacks such as ransomware and email phishing, which routinely evade legacy signature-matching anti-virus tools. ProSight ASM protects local and cloud resources and offers a unified platform to address the complete malware attack progression including blocking, infiltration detection, containment, remediation, and forensics. Key capabilities include single-click rollback using Windows Volume Shadow Copy Service (VSS) and automatic network-wide immunization against new attacks. Progent is a SentinelOne Partner, reseller, and integrator. Learn more about Progent's ProSight Active Security Monitoring next-generation endpoint protection and ransomware defense with SentinelOne technology.

  • ProSight Data Protection Services: Cloud-based Backup and Disaster Recovery:
    ProSight DPS Backup and Disaster Recovery ConsultantsProgent has partnered with leading backup/restore technology companies to produce ProSight Data Protection Services, a family of subscription-based management offerings that provide backup-as-a-service. All ProSight DPS services manage and track your backup processes and enable transparent backup and fast restoration of important files/folders, apps, system images, and virtual machines. ProSight DPS lets your business protect against data loss resulting from hardware breakdown, natural disasters, fire, cyber attacks like ransomware, human mistakes, ill-intentioned employees, or application glitches. Managed services in the ProSight DPS selection include ProSight Altaro VM Backup, ProSight 365 Total Backup (formerly Altaro Office 365 Backup), ProSight ECHO Backup using Barracuda purpose-built storage, and ProSight MSP360 Hybrid Backup. Your Progent expert can assist you to identify which of these fully managed backup services are best suited for your network.

  • Progent's Patch Management: Patch Management Services:
    Patch Management ConsultantsProgent's support services for software and firmware patch management offer organizations of any size a flexible and affordable solution for assessing, testing, scheduling, implementing, and tracking updates to your dynamic information system. In addition to maximizing the protection and reliability of your IT network, Progent's patch management services free up time for your IT team to focus on more strategic initiatives and activities that deliver the highest business value from your network. Read more about Progent's software/firmware update management services.

  • ProSight Duo Multi-Factor Authentication: Identity Validation, Endpoint Remediation, and Secure Single Sign-on (SSO):
    Duo Two-factor Authentication ConsultantsProgent's Duo MFA managed services incorporate Cisco's Duo cloud technology to protect against stolen passwords by using two-factor authentication (2FA). Duo enables one-tap identity confirmation on Apple iOS, Google Android, and other personal devices. Using Duo 2FA, when you log into a protected application and give your password you are asked to verify your identity on a unit that only you have and that uses a different ("out-of-band") network channel. A broad range of devices can be utilized as this added form of ID validation including a smartphone or watch, a hardware token, a landline telephone, etc. You may designate multiple validation devices. For more information about Duo two-factor identity authentication services, visit Duo MFA two-factor authentication (2FA) services for access security.
Why Pick Progent?
As a Microsoft Gold-Certified Partner, Progent offers your users fast and reliable contact with a proven Call Desk group able to deliver IT support. Progent has decades of experience providing remote support for IT systems built on Microsoft technology. Progent's emphasis is on giving the Call Desk a positive image as a valuable contributor to your organization's success. Progent tries to fix and not merely track problems, and Progent's target for established customers is to resolve 80% or more of Service Desk support issues on the first call. First-call resolution is a key driver in controlling Help Desk costs, improving the image of the IT staff overall and the Service Desk in particular, and raising client efficiency.

Get Started with Progent's Shared IT Contact Center Services
To find out more information about Progent's Co-managed Network Contact Center Services, call 800-993-9400 or refer to Contact Progent.



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