I really appreciate your sharing this as I have hopes that it will do the same for me. I am mired right now in desktop support and I hate every waking minute of it. I hate the sense of over entitlement of users. I am sick of being treated as the help despite being employed by the same agency they are. The “customer service model” of desktop support is flawed and encourages bad behavior on the part of the end user. Not even baristas, waiters and waitresses, or customer service of any field should be treated like “the help.”