Is it normal for admins to never follow up with users?

The service desk/help desk should be handling contact with users, especially in large orgs. This is for a variety of reasons, among them that it’s simply not time- or cost-efficient to have those making high salaries and with more important business priorities spending an hour helping a user find their start menu or use Excel.

In addition, once the users have the contact info of someone like me they start reaching out directly about issues like the above. It’s insane for the business to spend what I make an hour to help Jen from Accounting figure out how to format a PowerPoint slide.

For instance, a project I’m working on now matters a whole lot to our existing and our potential large enterprise customers. If I complete the project (which I will, I fucking rule) it will mean millions of dollars in potential revenue is easier to acquire and to retain.

Now, all that said, how does me spending two hours on the phone helping someone learn to bold items in Word make any kind of sense?