Progent's Consulting Expertise, Help Desk, and Ticketing for IT Service Providers
ProgentProgent's consulting services for IT service firms enables you to provide your customers Progent's consulting expertise and Help Desk support using your brand as a transparent augmentation of your regular network services group. These services can help you grow your client base, expand your service portfolio, create happy customers, and increase your bottom line.

Progent's nationwide team of network engineers, desktop integration and troubleshooting specialists, network administrators, and data security consultants have acted as seamless supplements to the support groups of some of the world's largest IT support firms. Progent's breadth and depth of technical knowledge allows you to add to the scope of your IT service business, and Progent's transparency helps you elevate and preserve your branding. Progent can also provide your clients rapid urgent response to a ransomware attack by offering the synchronized services of a veteran team of ransomware recovery experts who can provide the necessary 24x7 support and vital skills rarely available from smaller or highly specialized IT service firms.

Progent is an IT consulting firm with more than 20 years of background providing remote consulting services to small and mid-size organizations. Progent is a Microsoft Partner and maintains one of the largest groups of Cisco-certified CCIE network infrastructure experts of any private computer services firm in the world. Progent has provided online IT support and consulting to customers in every state in the country. (Refer to recommendations from Progent's clients.)

Using Progent's Services Under Your Branding
Progent's consulting program for IT service organizations features transparent resale to your clients of professional IT services. Progent invoices you directly and works under your instructions to deliver your customers consulting and support services under your branding. Also, Progent has an affordable Extended Hours Support Service for customers who need access to 24x7 technical support.

Help Desk Call Center and Ticketing Services for IT Service Organizations
Ticketing is fundamental to a successful IT Call Center. But full-featured ticketing systems are not just costly to acquire and staff, but a hassle to set up and manage. Small or niche IT support providers do not have the necessary budget or personnel. Progent's Service Desk and ticketing solution gives IT service firms a practical way to keep their own branding while delivering their customers world-class desktop support backed by an advanced ticketing platform and supplemented by rapid escalation to top-tier experts.

Features of Progent's Help Desk Call Center and Ticketing Program for Network Service Firms
Progent's Help Desk and ticketing solution for IT service companies leverages Progent's sizable investments in highly scalable ticketing software, a remote desktop services staff, and a group of geographically distributed subject matter experts (SMEs). You can utilize Progent's ticketing system exclusively or Progent can establish communications with your current ticketing system. The features available with Progent's Service Desk and ticketing program enable your IT service firm to expand your physical and virtual support volume, the diversity of technologies your company can handle, the number of locations you can serve, and your overall availability.

Important features of Progent's Service Desk and ticketing program for IT support companies include:

  • Progent's online desktop support team provides Level 1 end user assistance with 1-hour service level agreement to commence work during normal business hours.
  • Normal support hours are from 5am to 7pm Pacific Standard Time, five days a week.
  • Extended hours support is available at extra cost.
  • Optional onsite support in major metros is offered across the US at extra cost.
  • You have complete control of your clients and billing.
  • Your clients enter service requests via your branded Internet portal, an 800 phone number, or by directing a request to your designated email address.
  • Each end user request automatically becomes an open request in the ticket system.
  • Tickets can be tracked and modified remotely until they are closed.
  • Optional escalation of Level 2 and Level 3 issues to Progent's or to your subject matter experts.
For additional details on Progent's Call Center and ticketing solution, see Help Desk and ticketing services for small businesses.

Progent's Consulting Expertise for Network Service Organizations
Progent's consulting for IT service providers allows your support team to become a single point of contact for practically all IT expertise your clients may need. You can grow your team and core in-house competencies at your own pace without being forced to turn down new business owing to a gap in in-house expertise or a shortage of personnel.

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

  • Transparent Support: Progent works as a seamless extension of your in-house support group, under your coordination, and invoices your firm rather than your customer.
  • Granular Billing: Progent bills by the minute to minimize expenses.
  • Extensive Reporting: Progent utilizes an advanced service documentation platform to ensure that all IT services performed are fully described. This enables you to shift service responsibilities to internal consultants once you have enough staff and appropriate technical skills.
Top advantages of Progent's Reseller Program for IT Service Firms include:
  • Safely Expand Your IT Support Business: You can quickly and safely accept additional opportunities beyond your main fields of expertise and serve new geographies without exposure to the risks associated with expanding your full-time staff too quickly.
  • Strengthen Your Name: You can solidify your mind share as a full-spectrum network service provider by offering more solutions to more clients using your own company name.
  • Add to Your Services Catalog: Progent can provide top-tier support in a broad range of technologies and can be a reliable reservoir of skills for growing your IT service operations.
  • Fast Problem Escalation: Thanks to a sizable team of top-level consultants available, Progent can escalate rapidly from Tier 1 to Tier 3 services so even the toughest issues can be handled fast.
  • Keep Your Clients Happy: Satisfied clients stick. By joining with Progent, you can keep delivering solutions without ever forcing clients to look for expertise from your competitors.
  • Online Technical Support Professionals: For two decades, Progent has provided online IT support ranging from Help Desk services to high-level consulting. Effective online support saves money and produces fast results.
  • Major Certifications: Progent's engineers hold advanced certifications from Microsoft, Cisco, Apple, VMware, Juniper, IBM, and other technology leaders. Progent's security and compliance consultants have earned top certifications including CISSP, CISM, and GIAC. Learn more details about Progent's technology certifications.
To read or download a printable PDF datasheet describing Progent's program for reselling Progent's IT services under your own brand, download Progent's Reseller Program for Network Service Providers.

Progent's Areas of Expertise
Progent's seasoned roster of certified consultants and technical experts can deliver a wide range of online technical guidance and troubleshooting services. Areas of expertise covered under Progent's reseller program for network service providers include:

Learn More Details About Progent's Reseller Program for Network Service Organizations
To learn additional details about Progent's consulting support for IT service firms, call 1-800-993-9400 or visit Contact Progent.