Internal Incident Management for Call Centers

My team provides all of the internal support for our call center of about 200 employees. Our internal Desktop Support team provides support services ranging from software issues, hardware issues, network issues and other system related issues on the call centers desktop computers. Our current process has their manager place an incident ticket in an internal website on the call center agents behalf to a non-real time system. But, this has proven to be an inefficient way of handling complete outage for our end users. This process creates challenges in meeting the service level agreements or expectations we have set for the internal employees. We are looking to provide a more efficient process at reporting and handling these internal issues. We are leaning towards implementing an internal helpdesk to support in our call center employees with the issues mentioned above. How do other call centers handle their internal incident management? Do you have the help desk agents report their own issues via phone or via internal web site portal? Do you have you managers input the incidents on their behalf? Do you handle reporting of complete desktop outages differently than issues that reduce efficiencies?