I have been asked to take over the position on Team Lead for helpdesk. I know that there requires a lot of things to be done but the initial challenge I have is to get the helpdesk level 1 into shape so all calls are documented and actions taken. A look at all the open calls has given me the shivers (more than 1400 open calls). I know for a fact that most of them have been completed. I do not want to delve into the past. The first person contact who is responsible for opening/documenting and closing call is a problem. There seem to be no sense of responsibility, ownership or team work! I want to start of with trying to help resolve this from a positive note and motivating this person to be more of a team player. I would like your input on how to go about this. I do not want to give up on this person as soon as I have taken up. If you have been in a similar position I would appreciate some insights/way forward. Thank you in advance to all