Who says the ability to "reboot the computer" is avail to the user? (ie. remote RDC connection or a locked down retail POS terminal). Also, the "real purpose"

Who says the ability to "reboot the computer" is avail to the user? (ie. remote RDC connection or a locked down retail POS terminal). Also, the "real purpose" of L1 tech is to categorize and prioritize incoming calls for further L2 / L3 processing. Knowing "who" needs to handle the call next, and its priority, is usually critical to getting real problems resolved timely.