Help Desk

Process makes perfect

Education Direct’s Spirit software enables you to provide full IT helpdesk support to third parties, both internally and externally.

As a fully-supported process-based application, Spirit is ideally suited to supporting a broad range of services. The help desk functionality is designed to provide a front-line response mechanism that records tasks and raises reference numbers. The allocation of tasks to technicians is done through a call list system that assigns responsibility and sparks action. From the outset, Spirit acts as an enabler for IT support co-ordinators and technicians to provide the best management of any task.

A universal approach to customer service

Integrating your sales, marketing, analysis and IT functions in one software package allows for a complete view for all customer-facing staff. With customisable permission levels, Spirit enables administrators to adjust how much information is accessible to users.

A fully-integrated Spirit solution may include access levels as below:

Sales Team can view the Marketing Team’s activity leading up to a campaign launch
Marketing Team can view the Sales Team’s activity to monitor a campaign’s success
Data Analysis Team can view all Marketing and Sales Team activity to create reports
IT Support Team can view all activity to gain an appreciation of customer product or service usage