The work is there regardless of who does it. It’s a net zero change in total amount of work. It’s more efficient to have the user with the problem to write up t

The work is there regardless of who does it. It’s a net zero change in total amount of work. It’s more efficient to have the user with the problem to write up the initial report, as they’re the ones with the most details. And it’s better to let IT focus on actually solving other things than to have a highly paid workforce just writing up tickets.