I'd get a Help Desk solution to help keep record of all of the services you are providing your users. Before deciding on a Help Desk software define the services you provide your users. When a user emails, phones or walks into your office to complain just tell them to "Make a Ticket". Once you have your users understanding that any and all IT related problems need to be logged you will get a better chance to prioritize. When the tickets start coming in you can report on them and show where maybe another IT employee is needed or where you may need more training.