You may be quite adept with computer machines, but work a few days in IT support, and you'll understand why there is a ticketing process.
If they actually came by, we would just help them and then file a ticket for them to track our work.
There is no reason to force people to file tickets before you help them.
If you want to be seen as a force multiplier for the business that helps people get work done quicker, then actually help people and do the record keeping on your time, not theirs.
[1] Primary business, the shit the makes the money. [2] Support, shit that is done only to support #1.
I think at least a part of that problem is that the usual support ticketing process infantilizes users. If you call in and the first question is along the lines of "is it plugged in? have you tried turning it off and on again?" then of course your next ticket will take that level of questioning into account. And call in even for a switched off monitor next time. Because they wouldn't ask that question if that wasn't their job to fix, right?
Also, of course users will try and fail to fix issues themselves. They should be applauded for the intent and empowered to be successful next time (if possible). Instead they are usually berated for failing and breaking stuff along the way. Which leads to the usual sheepish "I didn't do anything, I didn't touch it, it always was broken like that".
Of course there is a minimum number of imbeciles. But most people can be educated and empowered, so they do behave like adults when dealing with problems. "The system" just has to give them that chance.
My experience: when tech support are (very) competent, (very) patient, (very) people-loving people, left to do their work in a low-turnover place with no ticket system, it is (very much) more efficient in the short-term, and absolute magic in the long-term.
Things that take a support person 5 minutes are the bulk of the job, and those things have to be accounted for. If you slack on that, people will make their own determination of what constitutes a "simple" issue, you'll wind up with most of the issues the help desk solves not showing up in their metrics at all, and it looks to the higher-ups like the support people are just lazy.
In the places I've worked, support always _loved_ the "idiots" because their problems were simple. Being able to resolve a ticket by putting in a single screw, telling the person to turn on their computer, or initiating a password reset was the easiest kind of win you could get.