Enlarging your at-home workforce can have a major impact on IT architecture, security/compliance, and company processes. Progent has 20 years of experience assisting SMBs to plan, configure, administer, optimize, and troubleshoot IT environments that support work-from-home employees. Progent can help your Waltham company to pick the appropriate tools and adhere to best practices in creating and maintaining a secure virtual solution for teleworkers that facilitates collaboration and delivers maximum value. Progent offers services ranging from on demand guidance for helping you past challenging technical bottlenecks to full project management to help you successfully complete mission-critical initiatives.

Progent can help Waltham, Massachusetts companies to with any facet of building a high-functioning work-from-home environment by providing network infrastructure configuration services, IP voice expertise, video conferencing support, collaboration platform customization and training, cloud connectivity, Help Desk services, security monitoring, backup/restore solutions, and streamlined management.

Help Desk Support for Remote Workers
A fast, organization-wide changeover to a telecommuter business model, which could be motivated by an epidemic or as part of a business continuity process, can overwhelm even a well-staffed internal Call Center. Progent's Call Center services make it possible for organizations to outsource or augment their Support Desk by using Progent's online Technical Response Center (TRC) services.

  • Progent's Standard Call Desk services leverage Progent's nationwide network of remote IT support experts along with enterprise-class trouble ticketing and follow-up software to provide an economical, advanced Help Desk Call Center. Progent's Standard Help Desk Services offer a comprehensive solution that addresses all facets of online Level 1 desktop technical support from initial service requests through ticket generation, desktop sharing, issue resolution, and reporting. A browser-based User's Service Portal allows from-home workers to check or update their current tickets, enter details, and append screenshots or attachments. Support services are provided at a substantial price reduction off Progent's ordinary Level 1 desktop support rates, and Progent makes available the option of fast hand-off to Level 2 and Level 3 IT experts to resolve advanced issues. For details, see Progent's Standard Helpdesk Services for small companies.
  • Progent's Help Desk Call Center Supplemental Service enables you to supplement your current Help Desk Call Center staff by splitting responsibilities for Call Center services transparently between your in-house IT support organization and Progent's extensive pool of PC support technicians and subject matter specialists. Progent's co-managed Help Desk service is based on a co-sourcing support model based on the leading professional services automation (PSA) platform for managing service requests and trouble tickets, establishing ownership, tracking progress, and generating management reports. For information about how Progent's Call Desk Supplementation Services can enable your company to provide best-in-class technical support to your from-home workers, go to Progent's Help Desk Call Center augmentation Services.

Contact Progent for Remote Workforce Expertise
To get in touch with Progent about creating and maintaining a productive telecommuter solution for your Waltham, Massachusetts business, call 1-800-993-9400 or refer to Contact Progent.