Until and unless human operated systems (of all types) operate without error, the need for support (of some type) is a foregone conclusion. While I don't agree with Patrick a lot of the time -- well done.

Related to this topic, I have suggested to my current client that an IT initiative be undertaken to educate several thousand users about how to use the support desk (and self-help functions) to their advantage. This is in contrast to the typical "here's the help desk phone/e-mail/url; you know what to do" model a lot of companies employ. The idea is simple: with improved front-end input the back-end result will be faster and better, if not less expensive.