Microsoft have relased an Access template that is a helpdesk, it is fully customisable with some knowledge of access databases, I am about to roll it out to my tech staff so will see how it goes, but looks good after trialing it and not got it to fall over yet!
http://office.microsoft.com/en-gb/assistance/HA012341591033.aspx
Katie Lawe
Network Manager
Beverley High School