> If you are in IT support, it isn't your job to treat every colleague like a child who needs to learn. It's your job to serve others and remove any IT-related barriers to their productivity.

No, it isn't. If you do so, clients will start calling you even for minor issue that they can solve themself, just because it's more easy to have you do that, or it's faster, or they simply doesn't want to learn to do new things.

> Knowing they could call or text and have an immediate response is a huge boost to their productivity

To their productivity I don't completely agree, because they don't learn to solve the problem in case it happens again, to your productivity surely not, maybe you are busy doing something, and they keep calling you for trivial things that they can figure out themself.