Help Desk: Full-service, Co-managed and Consulting Expertise
Introduction to Progent's Help Desk Call Center Services
In most IT environments, only a small percentage of Help Desk service requests are resolved on the first call. Consequently, clients rarely have a positive image of Help Desks. Progent's nationwide online remote support team is modeled on Progent's proven concept of the Help Desk as a solutions-driven group of service professionals who combine the expertise and efficiency of certified engineers with the tracking and reporting advantages of modern Help Desk technology. Whether your business wants immediate, one-time access to urgent online support, a dependable ongoing Help Desk service provider, a transparent extension of your in-house Help Desk, or consulting expertise for creating or improving your own Help Desk, Progent can provide a cost-effective solution.
Progent's Help Desk services and consulting expertise cover four areas of network support and management and are intended to address the needs of businesses of any size from small offices to large enterprises:
The Help Desk Model for IT Service Delivery
Progent's IT technical support services are based on a proven Help Desk model refined during more than 20 years of providing online assistance and troubleshooting to businesses nationwide. Progent's Help Desk service delivery model gives small businesses an alternative to reliance on freelance consultants by offering the broad and in-depth technical expertise and consistency of service of a large support organization, plus the real-time ticket tracking, accountability and reporting of a well-managed Help Desk built on the industry's most advanced professional services automation (PSA) tools. Find out more about Progent's Help Desk Model for IT Support.
Help Desk Service for Small Businesses
Progent's Help Desk Services for Small Businesses are intended for companies with few if any in-house IT personnel and who need the on-demand availability of a professional Help Desk with effective phone support and the ability to escalate problems. By utilizing Progent's full-service Help Desk, small businesses save money and administrative hassle and benefit from enterprise-class phone support and online troubleshooting. Find out more about Progent's Help Desk Service for Small Businesses.
Co-managed Help Desk Services
Progent's Co-managed Help Desk service is a collaborative support solution based on the leading shared PSA tool for incident request, ticketing, tracking, ownership assignment, metrics and reporting. Progent's Co-managed Help Desk service is designed for businesses with between 50 and 500 end users and allows IT organizations to split responsibilities for Help Desk services transparently between their in-house IT staff and Progent's nationwide pool of technical support experts. Support responsibilities are based on Level 1, 2 or 3 incidents. Progent handles a specified service level or levels (typically Level 1 and Level 3), and service requests as well as escalation are dependent on client approval and transparent to end users. Progent provides licensing, training, and pre-approved escalation management. Find out more about Progent's Co-managed Help Desk Services.
Help Desk Outsourcing: Cost and Productivity Benefits
Progent's Help Desk Call Center outsourcing and co-sourcing services deliver major business value in comparison to managing a Help Desk staffed by internal personnel. Many of the benefits of outsourcing your Help Desk, such as increased computer availability, have clear productivity advantages but are difficult to quantify in dollars and cents. Other areas, such as salaries for in-house staff vs. the per-minute pricing of Progent's support services, can be deceptive at first glance. This discussion explains some of the key cost and productivity issues related to choosing an in-house or an outsourced/co-sourced Help Desk. Learn about the cost benefits of Progent's Help Desk outsourcing services.
Help Desk Consulting and Staffing Services
Progent's Help Desk Consulting Services can assist you in building an effective new Help Desk or improving your current one, selecting or customizing Help Desk software to meet the special needs of your business, or adding temporary staff to supplement your internal Help Desk resources during high-demand events such as migrations or upgrades. Find out more about Progent's Help Desk Consulting and Staffing Services.
Why Choose Progent?
Progent is a Microsoft-Certified Partner and Progent's Help Desk staff of Microsoft and Cisco certified experts gives your customers easy access to a dependable technical resource with years of experience providing phone support and remote access troubleshooting for networks based on Microsoft technology. Progent's focus is on giving the Help Desk a positive image as a solid contributor to company performance. Progent's goal is to resolve rather than merely report problems. Progent's target for long-term clients is to exceed 80% first-call resolution. First-call resolution is a significant factor in reducing the average cost of Help Desk calls, improving the image of IT generally and the Help Desk specifically, and improving user productivity and satisfaction.
How to Get Started with Progent's Help Desk Call Center
To find out how Progent's Help Desk Services can help your company, call
If you are not currently a client of Progent and you are in urgent need of online technical support, you can request immediate help now by visiting Progent's Technical Response Center Sign-up page.
An index of content::
24 Hour Cisco Prime Infrastructure Consultant
Largest Aironet 1600 Access Point Network Consultants
Progent's Cisco CCIE-certified wireless network consultants offer online or on-premises integration and troubleshooting support to help your organization to plan, configure, upgrade, tune, administer and debug Aironet wireless access point environments of any size or topology. Progent's Cisco Wi-Fi controller experts can also help you to integrate your wireless ecosystem with your wired network and cloud-based resources to create a seamless enterprise-wide connectivity solution that is simple to manage and expand. Progent also can provide affordable Wi-Fi site surveys to help you to determine the most efficient selection, location and configuration of Aironet Wi-Fi access points to accommodate your unique workplace layout, construction, and anticipated network traffic.
NodeZero Certified Cybersecurity Penetration Testing information Systems Audit
NodeZero Certified Threat Assessment Security Contractors
Progent's certified security experts can perform NodeZero-based PEN tests to make sure your security defense systems and policies are correctly set up and effective.
Microsoft Windows 10 Evaluation Computer Consulting
Windows 10 Upgrade Consultants
Progent's Windows consulting experts can assist organizations of any size to assess Windows 10 or to migrate to Windows 10 from any earlier release of Microsoft Windows. Online and onsite assessment and migration services for Windows 10 provided by Progent's consultants include ROI estimates, project management, compatibility testing, pilot systems, virtualization architecture, Cloud integration, mobile device management, teleworker connectivity, data and identity security, automated deployment and administration, network infrastructure design, Wi-Fi support, disaster recovery planning, custom training for IT support staff and end users, and post-migration Call Center support services.
ProSight DPS Backup and Recovery Services Consultant Services
Cloud Backup Security Information Technology Consulting
ProSight Data Protection Services ECHO from Progent provide small and mid-sized businesses a low cost end-to-end service for secure backup/disaster recovery. Available at a low monthly rate, ProSight Data Protection Services automates and monitors your backup activities and allows fast recovery of vital data, applications and virtual machines that have become unavailable or corrupted as a result of hardware breakdowns, software bugs, disasters, human mistakes, or malicious attacks such as ransomware. ProSight Data Protection Services can help you back up, retrieve and restore files, folders, apps, system images, plus Hyper-V and VMware virtual machine images. Critical data can be backed up on the cloud, to an on-promises device, or mirrored to both. Progent's disaster recovery consultants can provide advanced support to set up ProSight Data Protection Services to be compliant with government and industry regulatory standards like HIPAA, FIRPA, PCI and Safe Harbor and, when necessary, can assist you to restore your critical information.
On-site Support Support
24x7 Support Support
For mid-size businesses who need IT consulting services, Progent offers an array of alternatives such as local service, remote support, phone-based Call Center, 24x7 support with automatic network monitoring, emergency staff augmentation, site relocation support, application programming, and professional consulting. For midsize companies in California or other regions covered by Progent's onsite consultants, Progent offers professional onsite help for fixing network issues quickly and affordably.
24x7 ProSight IP address management Engineer
IT documentation management Consultant
ProSight IT Asset Management is a cloud-based IT documentation management service that allows you to capture, maintain, retrieve and protect data about your network infrastructure, procedures, applications, and services. You can quickly find passwords or serial numbers and be warned automatically about impending expirations of SSLs or warranties. By cleaning up and managing your IT documentation, you can save up to 50% of the time wasted searching for critical information about your IT network. ProSight IT Asset Management features a centralized location for holding and collaborating on all documents required for managing your network infrastructure such as standard operating procedures (SOPs) and How-To's. ProSight IT Asset Management also offers advanced automation for collecting and relating IT data. Whether you're planning improvements, performing regular maintenance, or reacting to an emergency, ProSight IT Asset Management gets you the data you need as soon as you need it.
Suse Linux Specialist
Outsourcing Colbolt Linux
Progent's Linux consulting services offer small companies and developers support for managing and maintaining Linux systems that operate with Microsoft-powered technology. Progent offers your business contact with Linux consultants, consulting professionals premier by Microsoft and Cisco, and security specialists with CISM credentials. This broad array of experience provides you with a convenient single source to show you how to build and manage a protected and reliable mixed-platform connectivity and communications environment that supports Linux and Microsoft interoperability by integrating MS Windows with major Linux derivatives including RedHat, SUSE, CentOS Linux, Ubuntu, PCLinuxOS, fedora, Gentoo, Mandrake, Debian GNU/Linux, and Slackware.
Juniper Junos BGT Cybersecurity Firm
Juniper Junos Management Firewall Configure
Progent's Juniper-authorized network engineer can assist your company to plan and deploy Juniper Firewall and VPN technology, optimize and troubleshoot your infrastructure, and migrate smoothly from outdated products to current releases. Progent's Junos OS consultants can also offer expertise with Juniper's flagship network control software to enable your business to simplify the administration and improve the protection of your Juniper VPN devices firewalls, and routers. Progent also has extensive background supporting Juniper's NetScreen OS and ScreenOS operating system platforms and can help organizations maintain environments that include a mix of Juniper's OS platforms.
Integration Support Cisco Firesight Management
ASA Firewall with Firepower Integration Services
The current Cisco ASA 5500-X Series Next-Generation Firewalls with Firepower Services provide substantially more bang for the buck than Cisco's legacy PIX and ASA 5500 firewalls and have superseded the ASA 5500 and PIX 500 firewalls for all new installations. Progent's Cisco-certified CCIE network consultants can help you to maintain your legacy PIX or ASA 5500 firewalls or migrate to ASA 5500-X firewalls with Firepower Services. Progent can also help you to design, configure, tune, administer and troubleshoot firewall environments built on Cisco ASA firewalls with Firepower Services.
24-Hour UNIX, Windows Professionals
Windows, UNIX, Solaris Help and Support
Progent's UNIX family support services offer small and mid-size companies and developers assistance with administering and maintaining UNIX, Linux or Solaris systems that operate with Microsoft-based networks. Progent can give your organization contact with UNIX consultants, consulting professionals certified by Microsoft and Cisco, and security experts with CISSP certification. This wide range of experience offers you an easy one-stop consulting firm to help you create and manage a protected and robust mixed-platform connectivity and communications infrastructure that allows UNIX and Microsoft coexistence by combining MS Windows with popular variants of UNIX such as Mac OS X, Sun Solaris, IBM AIX, Hewlett Packard HP-UX, BSD, SCO, and Silicon Graphics IRIX (SGI/IRIX or leading Linux variations including RedHat, SUSE Linux, CentOS Linux, Ubuntu Linux, PCLinuxOS, fedora Linux, Gentoo, Mandriva Linux, Debian GNU/Linux, and Slackware Linux.
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