Support desk and other duties

Part of our support desk staff is responsible for alpha testing, documentation and data analyzing. Just wondering, is that how it is in other companies? I have always thought a R and D department along with a tech writing department would be a great enhancement to the company We could then keep some of our great support people from burning out from doing too much work and able to focus on one job.
I think we have lost alot of great people because they left due to lots of extra work and same pay!

Thanks in advance for any response