Good Evening All!

I have a new employee starting in a few weeks, I had one till recently and I have learned I want/need to make some changes to HelpDesk to better handle monitoring the new employee.

I set up a pretty rudimentary resolution, "Resolved for review" so I can review his work after the fact.  I am hoping for some better tools as a supervisor.

Any suggestions?  Scripts, schedules, and the like?

All help would be appreciated...