Albany Consultants for IT Support Firms

Progent's Consulting, Help Desk, and Ticketing Support for Network Service Providers in Albany
Progent's consulting services for network service organizations in Albany New York enables you to offer your clients Progent's consulting and Help Desk support with your own branding as a transparent supplement to your in-house IT support group. This can ease the way for you to grow your revenue, close gaps in your service offerings, satisfy your customers, and improve your bottom line.

Progent's nationwide team of network engineers, desktop integration and troubleshooting technicians, network admins, and data security consultants have worked as seamless supplements to the IT staffs of some of the country's biggest IT support firms. Progent's range of expertise allows you to broaden the capabilities of your IT support business, and Progent's transparency helps you elevate and preserve your branding.

Progent is a network support firm with two decades of experience delivering remote consulting services to small and mid-size businesses. Progent is a Microsoft Partner and maintains one of the largest teams of Cisco-certified CCIE network engineers of any private computer support company in the world. Progent has provided online technical support and advanced consulting to customers in every state in the U.S. (Refer to testimonials from Progent's clients.)

Using Progent's Support Services With Your Own Brand
Progent's reseller program for IT service organizations features transparent resale to your clients of professional services. Progent bills you directly and works under your direction to deliver your clients support services under your brand. Also, Progent has a low-cost Extended Hours Support Service for customers who need 24x7 technical support.

Help Desk and Ticketing for Network Service Firms
Ticketing systems are fundamental to an efficient service desk. But enterprise-grade ticketing systems are not only expensive to license and staff, but also a hassle to configure and maintain. Small or niche IT support companies do not have the required financial or human resources. Progent's Call Center and ticketing solution offers IT service organizations an affordable way to retain their company branding while providing their customers world-class desktop support services backed by a best-of-breed ticketing platform and supplemented by rapid escalation to subject matter experts.

Key Features of Progent's Help Desk Call Center and Ticketing Program for Network Service Organizations
Progent's Call Center and ticketing solution for IT support firms takes advantage of Progent's sizable investments in advanced ticketing technology, a remote desktop services team, and a group of geographically distributed subject matter experts. You can utilize Progent's ticketing platform as a secure tenant or Progent can establish data interchange with your current ticketing platform. The standard and optional features offered with Progent's Help Desk and ticketing services enable your IT service firm to increase your physical and virtual 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 Service Desk and ticketing solution for IT service firms include:

• Progent's online desktop service team delivers Level 1 end user assistance with 1-hour SLA to commence work during normal business hours.
• Standard service hours are 5am to 7pm Pacific Standard Time (PST), five days a week.
• Extended support is available at extra cost.
• Optional on-premises support in major metro areas is available throughout the country at additional cost.
• You keep full control of your customers and billing.
• Your customers submit incident reports by means of your custom branded web portal, a toll-free number, or by sending an email to your specified mailbox.
• Every client request automatically becomes an open request in the ticket system.
• Service tickets can be tracked and modified remotely until resolution.
• Optional transfer of Level 2 and Level 3 problems to Progent's or to your SMEs.

Progent's Consulting Expertise for Network Service Providers
Progent's consulting expertise for network service firms allows you to become a single point of contact for virtually all IT expertise your clients may require. You can build your staff and strategic IT skills at your own pace without being forced to turn down opportunities due to a gap in expertise or the absence of bandwidth.

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

• Transparent Support: Progent works as a seamless supplement to your internal support team, under your coordination, and bills you instead of your customer.
• Granular Billing: Progent bills on a per-minute basis to minimize expenses.
• Detailed Service Reporting: Progent utilizes an advanced service documentation platform to make sure all IT services delivered are fully documented. This makes it easy for your IT support organization to transfer service responsibilities to internal personnel when you have enough people and appropriate skill sets.

• Safely Expand Your Service Practice: You can easily and affordably accept additional opportunities beyond your main fields of excellence and serve new geographies without the risks involved with expanding your full-time staff too quickly.
• Re-enforce Your Brand: You can improve your mind share as a full-spectrum network support firm by delivering more solutions to more clients under your own company name.
• Add to Your Services Portfolio: Progent can provide top-tier expertise in a broad range of IT disciplines and can act as a dependable resource for expanding your IT support operations.
• Rapid Escalation: With a sizable team of high-level consultants ready to help, Progent can transition quickly from Tier 1 to Tier 3 support so even the toughest problems get resolved fast.
• Make Your Customers Happy: Happy customers stick. By joining with Progent, you can keep delivering solutions without ever requiring clients to look for help from other support firms.
• Remote Technical Support Experts: For two decades, Progent has delivered online network support ranging from Call Center services to advanced consulting. Efficient remote support cuts costs and produces fast solutions.
• Major Certifications: Progent's engineers have earned advanced certifications from Microsoft, Cisco, Linux vendors, VMware, Juniper, IBM, and other leading vendors. Progent's cybersecurity experts hold advanced certifications including CISSP, CISA, and GIAC. Find out more about Progent's certifications.

Progent's Practice Areas for Albany, New York Organizations
Progent's veteran roster of certified consultants and technical experts offers Albany, New York businesses a wide range of online technical guidance and debugging expertise. Areas of expertise covered under Progent's consulting program for IT service providers include:

Learn More About Progent's Reseller Support for Network Service Organizations in Albany, New York
For additional details about Progent's reseller program for IT service firms in Albany, New York, call 1-800-993-9400 or see Contact Progent.