nanoDesk technologies originated in 1997 as a research and process development company, specializing in help desk operations. Through extensive research, our work established us at the forefront of help desk thinking and we maintain a diversely stratified, geographically dispersed client base. Many of our relationships develop through the Internet, which is why we consider the Web to be our real home base. It allows for a dynamic and direct connection to our clients, partners and colleagues around the world.


Where We Excel

There are many choices when choosing an outsourcing partner and each company tries to appeal to this marketplace in different ways; some companies try to be the "lowest bidder," others try to offer the broadest support model. At nanoDesk technologies we understand the corporate climate and have an innate, intuitive approach not only in providing help desk services, but also in understanding IT disciplines as a whole.
At nanoDesk technologies we understand the corporate climate and have an innate, intuitive approach not only in providing help desk services, but also in understanding the complete IT landscape.
When we excel, you excel.

nanoDesk technologies Differentiators

Breadth and depth	In our organization, we respect the jack of all trades idea of learning by association. Our teams from the top down have a thorough understanding of all of the disciplines within the information technology arena, realizing that the help desk is the core.
Aggressive Service Level Agreements (SLAs)	We offer aggressive SLAs and continually monitor key metrics to ensure that staffing levels allow us to meet our SLAs. Some companies have long hold times / large call abandoned rates whereas we pride ourselves in answering the phone when you call.
Web Client	We have developed a secure web client specifically for our clients to provide them with a secure, interactive portal for viewing tickets, updating tickets, viewing ticket histories and running reports. Reports are easily exported to HTML or Microsoft Excel. Access to the web client is controllable by designated corporate administrators giving the corporation the ability to add and remove access for others instantly.
Public Ticket Creation	We also have a public web interface available for end user employees to submit their own tickets directly to our help desk. This interface is branded specifically to the needs of the corporation.
Corporate Knowledge Base	We provide a corporate Knowledge Base that is integrated with our web-based, interactive help desk system. We make continuing efforts to stay abreast of IT situations that are happening, realizing that knowledge communication is the best way to resolve issues efficiently.
Around-The-Clock Support	We provide your customers support 24x365. This means everyone who needs help gets help, whenever they need it. We have found it to be invaluable to companies to have a team of people working on problems the moment they happen, rather than allowing situations to back up, causing a domino effect of issues.
Experienced analysts	We require a minimum of 3 years experience in providing technical computer support before joining our organization as a permanent employee. A lot of companies have entry level personnel or contract personnel answering the phone so you are often handed off to a tier 2 or 3 person before your issue is resolved.
Dedicated teams / client liaison	We utilize a project-oriented approach to providing support so that our analysts know you and your environment. We find that this personal touch is very much appreciated by our clients. Many companies don not take this additional step.
Adaptable solutions	We welcome the opportunity to work with you to customize services to meet your requirements, including providing support for non-standard or proprietary applications.

Our Baseline Service Delivery Model and Deliverables

The help desk is our area of specialization and has been for many years.
Our energies are concentrated on the delivery of a flexible and proven help desk service delivery system. At a high level, we provide:

•	Per incident, fixed price or subscription-based cost models for 24x365 help desk technical support services
•	Customized client X branding and scripting. Our baseline includes one toll free telephone number and four inbound service channels (i.e., telephone, email, web and chat)
•	Intelligent ticketing system, knowledgebase, solutions database and dynamic reporting
•	Performance metrics are developed and put into position based on client response and resolution requirements. We do not believe that industry standards can be applied across the board to every situation.

Why Do Business With Us?

The strength of our company is our employees and the relationship they help us formulate with our clients. We pride ourselves on doing repeat and word-of-mouth business and ensure that every customer is satisfied.


Our Purpose
To deliver business solutions that offer the creativity and flexibility
that our clients desire.


Our Direction
The future of personal support services is centered on effective strategies and process technology. Successful partner relationships lead to enlightened solutions. Our business practices address strategy and process details, benefiting customers worldwide who rely upon nanoDesk technologies as a valued partner.

For questions about our services or to request a proposal, Contact Us.