Rochester Consultants for Network Support Companies

Progent's Consulting, Help Desk Call Center, and Ticketing Support for IT Service Providers in Rochester
Progent's consulting support for IT service firms in Rochester New York enables your company to offer your customers Progent's consulting expertise and Help Desk Call Center support with your brand as a seamless augmentation of your in-house network services group. These services can help you grow your client base, close gaps in your service offerings, create happy clients, and improve your profits.

Progent's roster of network infrastructure engineers, PC support specialists, IT admins, and data security professionals have worked as seamless expansions to the IT groups of some of the country's biggest IT service firms. Progent's breadth and depth of expertise allows you to broaden the scope of your IT support business, and Progent's transparency lets you elevate and preserve your company's brand.

Progent is a network support company with 20 years of experience delivering online consulting services to small and mid-size businesses. Progent is a Microsoft Partner and maintains one of the biggest groups of Cisco-certified CCIE network infrastructure engineers of any independent computer support firm in the world. Progent has provided online technical assistance and advanced consulting to clients in every state in the country. (See testimonials from Progent's clients.)

Providing Progent's Services Under Your Own Brand
Progent's reseller program for network service organizations features seamless resale to your clients of world-class services. Progent bills your firm directly and works under your direction to provide your customers support services under your branding. Also, Progent has an affordable Extended Hours Support Program for clients who need 24x7 support.

Help Desk and Ticketing Services for IT Service Providers
Ticketing is the enabling technology behind a successful IT Call Center. But enterprise-grade ticketing platforms are not only expensive to acquire and staff, but also challenging to configure and manage. Smaller IT service companies rarely have the necessary financial or human resources. Progent's Service Desk and ticketing program gives IT service firms a practical way to keep their company branding while providing their customers world-class desktop support backed by an advanced ticketing platform and reinforced by fast escalation to top-tier experts.

Key Features of Progent's Help Desk and Ticketing Program for IT Service Providers
Progent's Service Desk and ticketing solution for IT service companies takes advantage of Progent's sizable investments in advanced ticketing technology, an online desktop support team, and a network of geographically dispersed subject matter experts (SMEs). You can use Progent's ticketing system exclusively or Progent can establish communications with your existing ticketing system. The standard and optional features available with Progent's Help Desk and ticketing solution allow your IT service firm to expand your physical and virtual support workload, the range of technical issues your firm can handle, the number of geographies you can serve, and your hours of availability.

Important features of Progent's Help Desk and ticketing solution for IT support firms include:

• Progent's online desktop service group delivers Level 1 end user assistance with 1-hour SLA to commence work during standard work hours.
• Normal service hours are from 5am to 7pm Pacific Standard Time (PST), five days a week.
• Extended hours support is available at additional cost.
• Optional on-premises support in larger metro areas is available throughout the country at extra cost.
• You keep complete control of your customers and billing.
• Your customers submit requests using your custom branded Internet portal, a toll-free phone number, or by directing an email to your dedicated mailbox.
• Each client request automatically becomes an open request in the ticket system.
• Tickets can be monitored and modified online while they are active.
• Optional transfer of Level 2 and Level 3 issues to Progent's or to your subject matter experts.

Progent's Consulting Expertise for Network Service Organizations
Progent's consulting expertise for network service providers allows your support team to act as a single source for practically all technical guidance and troubleshooting your clients may require. You can build your staff and core IT skills steadily without having to say no to new business owing to a gap in in-house expertise or a shortage of bandwidth.

Key aspects of Progent's Reseller Program for IT Service Providers include:

• Transparent Service Delivery: Progent works as a seamless supplement to your in-house support team, responding to your management, and bills your firm rather than your customer.
• By-the-Minute Billing: Progent charges on a per-minute basis to minimize costs.
• Extensive Service Documentation: Progent utilizes an enterprise-class documentation platform to make sure all IT services delivered are fully documented. This enables your IT support organization to shift account responsibilities to internal personnel once you have sufficient staff and relevant skill sets.

• Safely Grow Your Service Practice: You can easily and efficiently take on more opportunities beyond your core fields of excellence and serve additional territories without exposure to the risks involved with expanding your head count too rapidly.
• Re-enforce Your Brand: You can solidify your mind share as a full-spectrum network support firm by offering more services to more clients using your own company name.
• Flesh Out Your Services Catalog: Progent can provide world-class support in a wide array of technologies and can be a reliable resource for growing your IT service operations.
• Rapid Escalation: With a large roster of high-level IT experts available, Progent can transition rapidly from Tier 1 to Tier 3 support so even the most challenging issues can be handled fast.
• Make Your Customers Happy: Happy clients stick. By joining with Progent, you can continue making your customers successful without ever requiring clients to look for help outside the fold.
• Remote Support Experts: For two decades, Progent has provided remote IT support ranging from Call Center services to advanced consulting. Efficient remote service cuts costs while delivering fast solutions.
• Advanced Certifications: Progent's IT experts hold advanced certifications from Microsoft, Cisco, Linux vendors, VMware, Juniper, Palo Alto Networks, and other leading technology companies. Progent's security and compliance consultants hold top certifications including CISSP, CISA, and GIAC. Learn more details about Progent's certifications.

Progent's Areas of Expertise for Rochester, New York Companies
Progent's nationwide team of certified consultants and technical experts can provide Rochester, New York companies a wide range of online technical guidance and debugging expertise. Practice areas offered under Progent's consulting program for network service organizations include:

Find Out More About Progent's Reseller Support for Network Service Providers in Rochester, New York
To learn additional information about Progent's reseller support for IT service organizations in Rochester, New York, call 1-800-993-9400 or refer to Contact Progent.