Client Project Highlights

nanoDesk technologies joins clients across a variety of industries in developing next-generation help desk operations.

Corporate Outsourcing

In June of 2005, we entered into a partnership agreement to provide 24x365 remote help desk support to the internal customer base and vendor partner program of Morrison Homes, allowing Morrison Homes to concentrate on strategic initiatives associated with building and selling quality homes. Since the original startup, individuals from Morrison Homes and nanoDesk technologies continue to work hard to build upon the relationship, which has resulted in the creation of a well-established IT support organization with several key areas of success worth noting:
1. The development of an extensive knowledge library continually kept current and effective.
2. The creation of a client liaison role - a process activist who concentrates on quality and resolution.
3. Several revisions of the nanoDesk web interface for better help desk service management and precise reporting.
4. Solid team integration between the two companies as a direct result of regular communication and service review meetings.

Cornell Companies is the preferred service provider of correctional, treatment and educational services to government agencies. Programs are delivered to adult and juvenile populations in both institutional and community settings throughout the US.

In 2003, a business relationship was formed with Cornell Companies to provide full corporate outsourcing services to their internal employee base. The implementation was launched and nanoDesk technologies established centralized help desk support through our Virginia Beach, VA service delivery center. The development of many help desk and ancillary processes occurred during the first six months of operation, with nanoDesk guiding the direction of the design and development of the knowledgebase repository. In partnership with on-site technical support staff, we have enhanced the use of the nanoDesk Web interface and in 2007 designed a corporate knowledgebase to sustain a comprehensive service model.

Partner Alliances

A number of technology companies are members of the nanoDesk technologies partner alliance program. Our consortium has an array of methodologies and tools that complement each other and enable us to effectively deliver scaled or comprehensive services. Bundled for success, our help desk services add a vital component to service offerings and allows us to provide clients with a complete IT solution.

Cisco switches, routers, and software together, create an inherently intelligent integrated network to adapt to current and future business. Beginning in 2002, nanoDesk technologies teamed with Cisco Systems to provide technical support to executive dwelling and hotel high-speed Internet access customers.

 

Government Subcontracting

From August of 1999 through March of 2001, nanoDesk technologies was responsible for the initial design and implementation of the enterprise help desk at Fort Eustis, VA, in support of the United States Army's Distributed Learning Program. At this time, the Enterprise help desk supported approximately 70+ customer sites, 300 distance-learning classrooms, and 1000+ end users. Digital training facility deployments were scaled. The implementation was designed to support 800+ training centers on-base and 250 sites around the world.

nanoDesk technologies' involvement in this program included the following:

Development of help desk infrastructure based upon the Army's requirements (including defining the organizational structure, identifying staffing requirements, creating position descriptions, developing customer satisfaction metrics and service level agreements, implementing required help desk tool automation, and developing operating procedures).

Implementation of help desk management software (Remedy Action Request System), including the Help Desk, Change Management, and Asset Management modules. Also performed the technical integration of this software with other existing applications such as Tivoli network monitoring and MS Exchange for messaging services.

Recruiting for help desk staff, including manager, tier 1, and tier 2 personnel.

Implementation of the Automatic Call Distribution (ACD) telephone system (Norstan / Cinphony).

Knowledge Information Solutions, Inc. (KIS), is a rapidly growing IT solutions provider headquartered in Virginia Beach, VA. Established in 1983, they are dedicated to providing quality computer products, IT services, IT outsourcing, network design, training, and service level support up to the infrastructure (operating system) level to the government sector.

KIS is a WO SDB, SBA 8a, and Virginia MBE/WBE.

KIS has designed a delivered custom configured workstations to Verizon for their government clients. nanoDesk technologies provides hardware support for these systems 24x7x365.