Offsite Workers Support Experts

Adding to your home-based or hybrid pool of workers can have a significant impact on IT network infrastructure, security, and business culture. Progent has 20 years of background helping small and mid-size businesses to design, implement, tune, administer, and troubleshoot network environments that support a remote workforce. Progent can help you to select the right tools and adhere to leading practices in creating and maintaining a secure virtualized ecosystem that facilitates collaboration and gives maximum value.

Progent offers remote services ranging from on-demand support for helping you through occasional IT roadblocks to comprehensive project management or co-management for implementing business-critical initiatives.

Helpdesk Services for At-Home Workers
A sudden, company-wide transition to an at-home workforce, which could be the result of a pandemic or as part of a disaster recovery/business continuity process, can overwhelm even the most efficient and well-staffed Helpdesk. Progent's Helpdesk services allow businesses to supplement their existing call center or outsource their entire Helpdesk operation to Progent's online Technical Response Center (TRC). Progent has the personnel, IT infrastructure, experience, and technical skills to act as a transparent extension of your in-house Helpdesk and can effectively provide a deep bench to provide as-needed assistance when your call volume spikes.

• Progent's Standard Helpdesk Services leverage Progent's nationwide network of online support experts along with enterprise-class ticketing and tracking technology to provide an affordable, modern Help Desk call center. Progent's Standard Help Desk Services provide a comprehensive solution that handles all aspects of online Level 1 desktop support from service requests through trouble ticket generation, screen sharing, problem resolution, and reporting. A browser-based User's Service Portal allows at-home workers to check or update the status of their current tickets, add more information, and append screenshots and other attachments. Support services are provided at a substantial discount off Progent's normal Level 1 desktop service rates, and Progent offers the option of fast as-needed escalation to Level 2 and Level 3 IT experts to handle complex issues. For more details, see Progent's Standard Helpdesk Services for small businesses.
• Progent's Supplemental Helpdesk Services allows your IT organization to augment your existing Helpdesk resources by splitting responsibilities for Helpdesk services transparently between your in-house IT staff and Progent's nationwide pool of technical support engineers and subject matter experts. Progent's co-managed Helpdesk service is a collaborative support solution based on the leading shared PSA tool for managing service requests, ticketing, assigning ownership, tracking progress, and generating management reports. To see how Progent's Supplemental Helpdesk Services can help your business deliver best-in-class technical support to your at-home workforce, refer to Progent's supplemental Helpdesk services.