It's not terribly sophisticated, for sure. There is a phone, a shared email address and an Excel spreadsheet, and that's about it. Pretty basic.
We have some kind of 'out-of-the-box' Service Desk toolset and ACD, but even these would definitely both benefit from being configured better.
The toolset is feature-rich and fully optimised. We have CTI, wallboards, remote support and chat tools and are always testing helpful new tech.