I have people that call me directly that i've told multiple times to put a ticket in or call the hotline. So I don't answer. Not my fault you can't read or listen to directions.

And it gets worse when, for some reason or another, you end up involved in a project where people do contact you directly. I've talked to my manager about avoiding such things wherever possible, because it just seems to convince some of the people involved that you're now their personal IT contact for the duration of their employment.

I get that people like a familiar face, they like to talk to someone they know. But ultimately, I don't think it's unreasonable to expect them to genuinely consider (especially after being told) that they're doing what's easier for them, at cost to your efficiency and that of the department.

And it sucks, because it actually discourages me from picking stuff up or helping out, because I'm aware that I then run a risk of gaining a hanger-on who calls me for everything, despite me making clear multiple times that I am not the first line. Thankfully I don't have a bad reputation, or at least not one I'm aware of, but I feel like I'm one outburst of "seriously, what don't you understand about "I am not first line, put it on the helpdesk!"?" away from getting one + a talking to from management.