Progent's Consulting Expertise, Help Desk, and Ticketing Support for IT Service Providers
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 under your brand as a seamless extension of your in-house IT services group. These services can ease the way for you to grow your revenue, fill out your service portfolio, create happy customers, and improve your bottom line.

Progent's nationwide team of network experts, PC support specialists, IT admins, and cybersecurity professionals have worked as seamless adjuncts to the IT groups of some of the world's largest IT service businesses. Progent's range of expertise enables you to widen the scope of your IT support practice, and Progent's close integration with your support team lets you elevate and preserve your branding. Progent can also provide your clients fast emergency response to a ransomware attack by offering the synchronized services of a seasoned team of ransomware response experts who can provide the necessary round-the-clock effort and critical skills seldom available from smaller or highly specialized IT service organizations.

Progent is an IT consulting firm with more than two decades of experience providing remote expertise to small and mid-size companies. Progent is a Microsoft Certified Partner and has one of the biggest teams of Cisco CCIE network infrastructure engineers of any private computer support company in the world. Progent has delivered online IT assistance and advanced consulting to customers in every state in the U.S. (Check out testimonials from Progent's customers.)

Reselling Progent's Services Under Your Branding
Progent's consulting program for network service providers features seamless resale to your clients of professional IT services. Progent invoices you exclusively and performs under your instructions to provide your clients support services under your brand. In addition, Progent has an affordable Off-hours Support Service for customers who require 24x7 support.

Help Desk and Ticketing for IT Service Firms
Ticketing systems are the heart of a successful service desk. But modern ticketing systems are not just expensive to license and staff, but a hassle to set up and maintain. Smaller IT service organizations rarely have the necessary resources. Progent's Help Desk and ticketing program gives IT support organizations an affordable way to retain their own branding while providing their customers responsive desktop support services backed by a best-of-breed ticketing system and reinforced by fast escalation to top-tier experts.

Key Features of Progent's Help Desk and Ticketing Program for Network Service Firms
Progent's Call Center and ticketing solution for IT service companies takes advantage of Progent's sizable investments in highly scalable ticketing technology, an online desktop services staff, and a network of geographically dispersed subject matter experts (SMEs). You can use Progent's ticketing system exclusively or Progent can set up data interchange with your existing ticketing system. The standard and optional features available with Progent's Call Center and ticketing program enable your IT service firm to expand your support workload, the range of technologies your company can take on, the number of geographies you can serve, and your overall availability.

Key features of Progent's Service Desk and ticketing solution for IT support organizations include:

  • Progent's remote desktop service staff provides Level 1 end user support with 1-hour service level agreement to begin work during normal work hours.
  • Standard service times are from 5am to 7pm Pacific Standard Time (PST), five days per week.
  • Extended hours support is offered at extra cost.
  • Optional onsite support in major metros is available throughout the country at extra cost.
  • You have full control of your customers and billing.
  • Your customers enter incident reports using your branded web portal, a toll-free number, or by sending a message to your specified mailbox.
  • Every end user request automatically becomes an open request in the ticket system.
  • Service tickets can be monitored and updated online until they are closed.
  • Optional transfer of Level 2 and Level 3 issues to Progent's or to your SMEs.
For more details about Progent's Help Desk and ticketing outsourcing program, go to Help Desk and ticketing services for small businesses.

Progent's Consulting for IT Service Firms
Progent's consulting for network service providers allows your support team to act as a single point of contact for virtually all IT guidance and troubleshooting your clients may need. You can grow your team 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.

Important aspects of Progent's Reseller Program for IT Service Firms include:

  • Transparent Support: Progent works as a transparent supplement to your internal IT service group, under your coordination, and bills your firm rather than your customer.
  • By-the-Minute Billing: Progent charges on a per-minute basis to minimize expenses.
  • Detailed Documentation: Progent utilizes an enterprise-class documentation platform to ensure that all IT services delivered are fully described. This enables you to shift account assignments to in-house consultants once you have enough staff and appropriate technical skills.
Key advantages of Progent's Reseller Program for IT Service Providers include:
  • Safely Expand Your Service Practice: You can easily and safely accept more jobs outside your main fields of expertise and open additional geographies without assuming the risks associated with increasing your head count too rapidly.
  • Re-enforce Your Brand: You can improve your mind share as a comprehensive network service provider by delivering more services to more customers under your own brand.
  • Add to Your Services Portfolio: Progent can provide top-tier support in a broad array of IT disciplines and can act as a dependable reservoir of skills for expanding your IT support operations.
  • Fast Problem Escalation: With a sizable roster of high-level technology experts available, Progent can escalate quickly from Tier 1 to Tier 3 support so even the toughest issues get resolved fast.
  • Make Your Clients Happy: Happy clients are loyal. By joining with Progent, you can continue making your customers successful without ever requiring clients to look for expertise from your competitors.
  • Remote Technical Support Professionals: For 20 years, Progent has provided online IT support ranging from Call Center support to advanced consulting. Efficient remote service cuts costs and produces fast results.
  • Top Industry Certifications: Progent's engineers hold top certifications from Microsoft, Cisco, Apple, VMware, Citrix, Palo Alto Networks, and other leading vendors. Progent's security and compliance experts hold top certifications including ISSAP, CISA, and CRISC. Learn more details about Progent's technology certifications.
For a PDF datasheet about Progent's program for reselling Progent's IT support expertise under your own name, download Progent's Reseller Program for Network Service Providers.

Progent's Areas of Expertise
Progent's veteran team of certified consultants and technical experts can deliver a wide range of remote technical guidance and debugging services. Areas of expertise covered under Progent's consulting program for network service providers include:

Find Out More Details About Progent's Consulting Program for Network Service Firms
To learn more information about Progent's reseller support for IT service organizations, call 1-800-993-9400 or refer to Contact Progent.