You're not going to hear the answer from any IT people, because millions of them are saying the same things. Since those common complaints aren't changing anything, they're not an answer worth hearing. I'm an engineer who works with the same kind of equipment as IT, but for completely different reasons. I have no interest in desktops or users, and I'm constantly removing the IT department from projects.

The truth is that the fault goes both ways. People have home computers that work, and they think the IT department should be able to do the same for all computers. Should be easy, so what's the problem? That's is only true if everybody had the same home computers, same software, same versions, etc. And many people do truly dumb things with their machines, and most problems is specific to software that only the users know about.

Here's a problem with Mathematica; see how the second tangent to the derivative has a 2 instead of a 3 in the 30th decimal place? How the fuck would the IT department be able to help with that? Or the departmental router has received a BGP update with unbalanced weights, then that dipshit from Finance says to reboot the router like he always does at home. How the fuck does that help the IT department? Hundreds of times a day, every day.

So each side has contempt for the other, thinking the problems are so easy... whereas they're really different problems. The problems just looked the same, and this is the root cause of the disregard for each other. As an engineer, I just reset all the machines to a baseline configuration, and I don't give a shit if anyone had their own data on it. Result; works fucking great. Every IT department wishes they could do the same; no users == bliss.