Progent's Consulting, Help Desk, and Ticketing Support for Network Service Firms
ProgentProgent's consulting services for network service firms allows you to provide your clients Progent's consulting expertise and Help Desk support with your brand as a seamless extension of your regular IT services group. These services can put you on the fast track to add to your revenue, close gaps in your service portfolio, create happy customers, and improve your bottom line.

Progent's roster of network experts, desktop integration and troubleshooting technicians, network administrators, and cybersecurity professionals have worked as seamless adjuncts to the IT staffs of some of the world's biggest IT service firms. Progent's breadth and depth of expertise allows you to broaden the capabilities of your IT service practice, and Progent's transparency helps you promote and protect your branding. Progent can also provide your customers fast emergency response to a ransomware attack by delivering the coordinated services of a veteran team of ransomware response experts who can provide the required 24x7 effort and vital skills seldom available from smaller or highly specialized IT service firms.

Progent is an IT support firm with more than two decades of background delivering online expertise to small and middle-size companies. Progent is a Microsoft Partner and has one of the largest groups of Cisco CCIE network engineers of any independent computer support company in the world. Progent has delivered remote technical support and advanced consulting to customers in every state in the country. (Check out testimonials from Progent's clients.)

Using Progent's Support Services With Your Own Brand
Progent's reseller program for IT service firms features transparent resale to your clients of professional services. Progent invoices your firm directly and works under your instructions to provide your customers support services under your branding. In addition, Progent offers an affordable Off-hours Support Service for clients who need 24x7 technical support.

Help Desk and Ticketing Services for Network Service Organizations
Ticketing is the heart of an efficient Help Desk. But enterprise-grade ticketing platforms are not just costly to acquire and staff, but difficult to set up and manage. Small or niche IT support companies rarely have the necessary budget or personnel. Progent's Help Desk and ticketing program offers IT service organizations a practical way to keep their own branding while providing their clients world-class desktop support backed by an advanced ticketing system and supplemented by fast escalation to subject matter experts.

Features of Progent's Help Desk and Ticketing Solution for IT Service Providers
Progent's Service Desk and ticketing program for IT support firms takes advantage of Progent's investments in highly scalable ticketing software, an online desktop services team, and a group of geographically dispersed subject matter experts (SMEs). You can use Progent's ticketing platform exclusively or Progent can establish data interchange with your existing ticketing system. The features available with Progent's Help Desk and ticketing solution allow you to expand your support volume, the range of technical issues your firm can handle, the number of geographies you can service, and your hours of availability.

Important features of Progent's Call Center and ticketing program for IT service organizations include:

  • Progent's online desktop service staff delivers Level 1 end user support with 1-hour SLA to begin work during standard business hours.
  • Standard service hours are 5am to 7pm Pacific Standard Time (PST), five days a week.
  • Extended hours support is available at extra cost.
  • Optional onsite support in major metro areas is available across the US at additional cost.
  • You retain complete control of your clients and billing.
  • Your customers submit incident reports by means of your custom branded web portal, an 800 number, or by directing a message to your specified email address.
  • Every customer request automatically becomes an open request in the ticket system.
  • Service tickets can be tracked and modified online until they are closed.
  • Optional transfer of Level 2 and Level 3 problems to Progent's or to your subject matter experts.
To see additional details about Progent's Call Center and ticketing program, go to Help Desk and ticketing services for small businesses.

Progent's Consulting for Network Service Organizations
Progent's consulting for IT service firms allows you to act as a single source for practically all IT guidance and troubleshooting your clients may require. You can grow your staff and strategic in-house competencies at your own pace without having to say no to new business due to a gap in expertise or a shortage of bandwidth.

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

  • Transparent Support: Progent acts as a transparent extension of your in-house IT service group, under your coordination, and bills your firm instead of your customer.
  • By-the-Minute Billing: Progent bills on a per-minute basis to reign in costs.
  • Extensive Service Documentation: Progent utilizes an advanced reporting system to make sure all IT services performed are fully described. This enables your IT support organization to transfer service responsibilities to in-house personnel when you have sufficient staff and appropriate technical skills.
Major advantages of Progent's Reseller Program for Network Service Firms include:
  • Safely Grow Your Service Business: You can quickly and efficiently accept additional jobs beyond your main fields of expertise and open additional territories without exposure to the risks involved with expanding your head count too rapidly.
  • Re-enforce Your Name: You can improve your mind share as a comprehensive IT service provider by delivering more services to more customers under your own company name.
  • Add to Your IT Support Portfolio: Progent can provide world-class expertise in a wide range of technologies and can act as a dependable resource for growing your IT support operations.
  • Fast Problem Escalation: With a sizable team of top-level consultants ready to help, Progent can escalate rapidly from Tier 1 to Tier 3 support so even the toughest issues can be handled promptly.
  • Make Your Customers Satisfied: Happy clients stick. By joining with Progent, you can keep making your customers successful without ever requiring clients to look for expertise from your competitors.
  • Remote Support Professionals: For two decades, Progent has provided online IT support from Call Center services to advanced consulting. Effective online service saves money and produces fast results.
  • Top Industry Certifications: Progent's engineers have earned advanced certifications from Microsoft, Cisco, Linux vendors, VMware, Juniper, Palo Alto Networks, and other leading technology companies. Progent's cybersecurity consultants hold top certifications including CISSP, CISM, and GIAC. Learn more details about Progent's certifications.
For a PDF datasheet about Progent's program for providing Progent's IT support under your own brand, download Progent's Reseller Program for Network Service Providers.

Progent's Practice Areas
Progent's seasoned team of certified consultants and technical experts offers a wide range of remote consulting and debugging services. Areas of expertise covered under Progent's consulting program for network service firms include:

Find Out More Details About Progent's Consulting Support for IT Service Organizations
For more details about Progent's consulting program for IT service firms, call 1-800-993-9400 or refer to Contact Progent.