It's been a long time since I've worked in a support-adjacent role, but IME it was always less about "keep[ing] the idiots at bay" and more about covering the a

It's been a long time since I've worked in a support-adjacent role, but IME it was always less about "keep[ing] the idiots at bay" and more about covering the ass of the help desk. Things that take a support person 5 minutes are the bulk of the job, and those things have to be accounted for. If you slack on that, people will make their own determination of what constitutes a "simple" issue, you'll wind up with most of the issues the help desk solves not showing up in their metrics at all, and it looks to the higher-ups like the support people are just lazy. In the places I've worked, support always _loved_ the "idiots" because their problems were simple. Being able to resolve a ticket by putting in a single screw, telling the person to turn on their computer, or initiating a password reset was the easiest kind of win you could get.