At the workplace, which is a big institute with almost 50 employees, we always encounter the problem such as who should fix the technical issues, which are not really difficult to solve.
Example: The ink cartridge in printer is over. Who should refill it? The employees escalate this problem up to IT manager.
I need a method on how to deal professionally with those issues. Which problem should be solved by users, which one should be solved by a specific assigned person and how to differentiate them.
Any links will be also appreciated.
EDIT: the question is not about how to manage and track those issues, if we even had 10 programs, it would not help us. The question is what is the best way to distribute those tasks between users and assigned persons?