Progent's Consulting Expertise, Help Desk, and Ticketing for Network Service Organizations
ProgentProgent's consulting services for IT service firms enables your company to provide your customers Progent's consulting expertise and Help Desk Call Center support using your company's brand as a transparent extension of your in-house network support team. This can help you add to your client base, fill out your service offerings, satisfy your customers, and increase your profits.

Progent's roster of network experts, PC integration and troubleshooting specialists, IT administrators, and cybersecurity professionals have worked as seamless supplements to the IT groups of some of the world's biggest IT service firms. Progent's range of expertise allows you to broaden the capabilities of your IT service practice, and Progent's transparency helps you elevate and preserve your branding. Progent can also provide your customers rapid urgent response to a ransomware incident by delivering the coordinated services of a veteran team of ransomware recovery professionals who can provide the necessary round-the-clock effort and vital knowledge rarely available from smaller or highly specialized IT service firms.

Progent is an IT support firm with over two decades of experience providing remote expertise to small and mid-size businesses. Progent is a Microsoft Partner and has one of the biggest teams of Cisco CCIE network infrastructure engineers of any private computer services company in the world. Progent has delivered remote IT support and consulting to customers in every state in the U.S. (Refer to recommendations from Progent's customers.)

Using Progent's Support Services With Your Branding
Progent's consulting program for network service providers features seamless resale to your customers of world-class services. Progent bills you exclusively and performs under your direction to provide your customers support services under your branding. In addition, Progent has a low-cost Extended Hours Support Program for customers who need access to 24x7 support.

Help Desk Call Center and Ticketing for Network Service Firms
Ticketing systems are the heart of a successful IT Call Center. But enterprise-grade ticketing systems are not only expensive to acquire and staff, but a hassle to set up and manage. Small or niche IT support firms do not have the necessary financial or human resources. Progent's Service Desk and ticketing solution offers IT support firms a practical way to keep their custom branding while providing their clients world-class desktop support backed by a best-of-breed ticketing system and supplemented by fast escalation to top-tier experts.

Features of Progent's Help Desk Call Center and Ticketing Program for Network Service Firms
Progent's Call Center and ticketing solution for IT support organizations takes advantage of Progent's investments in advanced ticketing software, an online desktop support team, and a network of geographically dispersed subject matter experts. You can use Progent's ticketing platform exclusively or Progent can set up communications with your existing ticketing system. The standard and optional features offered with Progent's Call Center and ticketing services allow you to increase your physical and virtual support workload, the diversity of technical issues your business can handle, the number of locations you can service, and your overall availability.

Important features of Progent's Service Desk and ticketing program for IT service firms include:

  • Progent's online desktop service group delivers Level 1 end user assistance with 1-hour SLA to begin work during standard business hours.
  • Standard service times are 5am to 7pm PST, five days a week.
  • Extended hours support is available at additional cost.
  • Optional on-premises support in larger metros is available throughout the country at extra cost.
  • You have full control of your customers and billing.
  • Your clients enter service requests by means of your own branded web portal, an 800 phone number, or by directing a message to your specified email address.
  • Every customer request automatically becomes an open request in the ticket system.
  • Tickets can be monitored and updated online while they are active.
  • Optional transfer of Level 2 and Level 3 problems to Progent's or to your subject matter experts.
For more information on Progent's Call Center and ticketing outsourcing program, see Help Desk and ticketing services for small businesses.

Progent's Consulting for IT Service Providers
Progent's consulting expertise for IT service organizations allows your support team to act as a sole point of contact for practically all IT expertise your customers may require. You can build your team and strategic in-house competencies at your own pace without having to decline opportunities due to a lack of in-house expertise or the absence of bandwidth.

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

  • Transparent Service Delivery: Progent works as a seamless supplement to your in-house support group, responding to your management, and invoices you rather than your customer.
  • By-the-Minute Billing: Progent bills by the minute to reign in costs.
  • Detailed Reporting: Progent utilizes an enterprise-class service documentation system to make sure all services performed are fully documented. This makes it easy for you to transfer service responsibilities to in-house consultants when you have sufficient people and relevant skill sets.
Major benefits of Progent's Reseller Program for Network Service Firms include:
  • Safely Grow Your Service Business: You can quickly and efficiently take on additional jobs beyond your main areas of excellence and open new geographies without the risks involved with expanding your head count too rapidly.
  • Re-enforce Your Name: You can solidify your positioning as a comprehensive network support firm by delivering more services to more clients using your own company name.
  • Flesh Out Your IT Support Portfolio: Progent can provide world-class expertise in a broad array of technologies and can be a dependable resource for expanding your IT service business.
  • Fast Escalation: Thanks to a large roster of top-level consultants available, Progent can transition quickly from Tier 1 to Tier 3 services so even the most challenging problems get resolved promptly.
  • Keep Your Clients Satisfied: Satisfied customers are loyal. By joining with Progent, you can continue making your customers successful without ever forcing clients to look for expertise outside the fold.
  • Remote Technical Support Professionals: For 20 years, Progent has delivered online IT support ranging from Help Desk services to advanced consulting. Efficient remote service cuts costs and produces quick results.
  • Top Industry Certifications: Progent's IT experts have earned advanced certifications from Microsoft, Cisco, Apple, VMware, Juniper, IBM, and other leading technology companies. Progent's cybersecurity experts have earned top certifications including CISSP-ISSAP, CISM, and CRISC. Find out more details about Progent's certifications.
For a printable PDF datasheet describing Progent's program for reselling Progent's IT support under your own name, download Progent's Reseller Program for IT Service Firms.

Progent's Practice Areas
Progent's seasoned team of certified engineers offers a wide range of online consulting and debugging services. Areas of expertise covered under Progent's consulting program for network service providers include:

Find Out More Details About Progent's Reseller Support for Network Service Firms
For additional information about Progent's consulting support for IT service organizations, call 1-800-993-9400 or refer to Contact Progent.