I agree with you there. I have worked on the Helpdesk/Support Desk for several years now and I must say that this is a specialist/Technial role. We are a jack of all trade, which for some reason are not really appreciated by so all other higher IT roles! Big mistake as we provide the first line of support and filter all other work accordingly. I do hate it when people be little our role, have they actually sat on the help/support desk? A lot of helpdesk/support desk people I know come from all walks of life with different levels of technical skill, just because we don't have the letters after our names, or the qualifications etc does not mean that we are unable to perform or do the work of the so called higher IT roles. In this age of multitasking and cross skilling the lines are becomming more and more blurred these days. One thing we have that other higher IT roles don't have is the ability to communicate with none Tech's. We are the people that keep the IT department going.