1st and 2nd line support

I am a IT Support and Product Specialist for Lloyds TSB working alongside a helpdesk that consists of 7 first line support and 3 second line support, who are supporting both internal calls and external calls from client on bespoke software.
The current staff haves been together and working very well now for 12 months, call times and resolve times are low. Which is good but the helpdesk as a whole are now looking for some extra involvement, projects to get into or create
Most working procedures have been documented and training material written. Does anyone have any suggestions on some viable options or ideas as where they could burn a hour or so a day?