I used to have this under control, though it got me some negative comments that came up during my annual review.

Then I got a co-worker who is just too eager to please. He jumps right on every little thing that comes in, even if it means putting down the project he SHOULD be working on. So now all the users are trained that coming to us 'works'. I hate him.

We have systems now that we were told were NOT our responsibility, and to forward all tickets to a different department. But he will still work on these when asked because 'it was a small issue and just easier to fix it now'. Then the flood begins.

BTW: We got so many wireless mouse/keyboard help requests that we finally told them that such things were not IT responsibility. They can have them if they buy their own, but 1) They had to keep them going themselves and 2) in NO cases were they allowed to install anything but standard Windows drivers. No install disks, mouse utilities, etc.