Waltham Expertise for IT Service Companies

Progent's Consulting Expertise, Help Desk Call Center, and Ticketing for IT Service Organizations in Waltham
Progent's consulting support for network service firms in Waltham Massachusetts enables your company to provide your clients Progent's consulting expertise and Help Desk support with your own branding as a transparent augmentation of your in-house IT support group. This can help you add to your client base, expand your service portfolio, satisfy your customers, and increase your bottom line.

Progent's roster of network infrastructure experts, PC integration and troubleshooting specialists, network administrators, and data security consultants have acted as seamless adjuncts to the support staffs of some of the country's largest IT service businesses. Progent's range of technical knowledge allows you to broaden the capabilities of your IT service practice, and Progent's close integration with your support team lets you promote and preserve your branding.

Progent is an IT support company with 20 years of background providing remote expertise to small and middle-size companies. Progent is a Microsoft Partner and has one of the largest teams of Cisco CCIE network infrastructure engineers of any private IT support firm in the world. Progent has delivered online IT support and advanced consulting to clients in every state in the country. (See recommendations from Progent's customers.)

Reselling Progent's Services With Your Branding
Progent's consulting program for IT service firms features transparent resale to your clients of professional IT services. Progent invoices you exclusively and works under your direction to provide your customers support services under your branding. In addition, Progent offers an affordable Extended Hours Support Service for clients who need access to 24x7 technical support.

Help Desk Call Center and Ticketing Services for IT Service Firms
Ticketing is fundamental to an effective Help Desk. But enterprise-grade ticketing platforms are not only costly to acquire and staff, but also a hassle to set up and maintain. Smaller IT service firms do not have the required resources. Progent's Help Desk and ticketing program gives IT service organizations an economical way to retain their custom branding while delivering their clients responsive desktop support built around a best-of-breed ticketing platform and reinforced by fast escalation to high-level experts.

Features of Progent's Help Desk and Ticketing Solution for Network Service Organizations
Progent's Call Center and ticketing solution for IT service firms leverages Progent's investments in highly scalable ticketing technology, a remote desktop services staff, and a network of geographically dispersed subject matter experts (SMEs). You can use Progent's ticketing platform exclusively or Progent can set up data interchange with your current ticketing system. The features available with Progent's Service Desk and ticketing solution enable you to expand your support volume, the range of technologies your business can take on, the number of geographies you can serve, and your hours of availability.

Important features of Progent's Service Desk and ticketing solution for IT service companies include:

• Progent's online desktop service group provides Level 1 end user help with 1-hour service level agreement (SLA) to commence work during normal business hours.
• Standard service hours are from 5am to 7pm Pacific Standard Time, five days a week.
• Extended support is available at additional cost.
• Optional onsite support in major metros is available across the country at extra cost.
• You keep full control of your customers and invoicing.
• Your customers submit requests by means of your custom branded Internet portal, a toll-free number, or by directing an email to your assigned 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 subject matter experts.

Progent's Consulting Expertise for Network Service Providers
Progent's consulting expertise for IT service organizations allows you to become a sole source for virtually all technical guidance and troubleshooting your customers may require. You can grow your team and core in-house competencies at your own pace without being forced to say no to new business due to a gap in in-house expertise or a shortage of personnel.

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

• Transparent Support: Progent works as a transparent extension of your in-house IT service group, under your direction, and bills your firm rather than your customer.
• By-the-Minute Billing: Progent charges by the minute to reign in costs.
• Detailed Reporting: Progent uses an enterprise-class service reporting system to ensure that all services performed are thoroughly described. This allows support group to shift service responsibilities to in-house consultants once you have sufficient staff and relevant technical skills.

• Safely Expand Your Service Business: You can easily and affordably take on more jobs beyond your main areas of expertise and open additional geographies without the risks associated with increasing your full-time staff too rapidly.
• Re-enforce Your Name: You can improve your positioning as a comprehensive IT support firm by delivering more services to more customers under your own brand.
• Add to Your IT Support Portfolio: Progent can provide world-class support in a broad array of IT disciplines and can be a dependable resource for growing your IT support operations.
• Fast Escalation: With a large team of senior consultants ready to help, Progent can escalate quickly from Tier 1 to Tier 3 support so even the toughest issues can be handled promptly.
• Make Your Clients Satisfied: Happy clients are loyal. By teaming with Progent, you can continue delivering solutions without ever forcing clients to seek expertise from your competitors.
• Remote Support Experts: For 20 years, Progent has delivered remote IT support from Call Center support to advanced consulting. Efficient remote service saves money and produces quick results.
• Major Certifications: Progent's IT experts hold advanced certifications from Microsoft, Cisco, Linux vendors, VMware, Citrix, Palo Alto Networks, and other leading vendors. Progent's security and compliance experts have earned advanced certifications including CISSP, CISA, and GIAC. Find out more details about Progent's certifications.

Progent's Practice Areas for Waltham, Massachusetts Organizations
Progent's seasoned roster of certified consultants and technical experts can deliver Waltham, Massachusetts businesses a broad array of online consulting and troubleshooting services. Practice areas covered under Progent's consulting program for IT service firms include:

Learn More Details About Progent's Reseller Program for IT Service Organizations in Waltham, Massachusetts
To learn additional information about Progent's reseller program for IT service firms in Waltham, Massachusetts, call 1-800-993-9400 or see Contact Progent.