Having worked on, and used, helpdesks, I know that the checklist system many use needs to be developed properly. The idea is to have a good, strict method both for reporting problems and for resolving them through the traditional ticket model. A good overview of how to produce such a system through this piece.

Getting the system right will make a big difference to the efficiency of your ticket system and should make a difference to your staffing levels too if the improvements make it easier to identify and resolve issues.