Re: Client support, we've heard about it
"I'll be a damn sight more respectful and will INSIST on learning the tools I need to use rather than just expecting someone else to do it for me."
Again, it needs to be pointed out that the user had learned the tools he needed. He never asked for them to be changed but someone did just that.
Remember that IT exists to help the business as a whole operate. As an IT staffer you can't exist without the operational people* because they earn the money to pay your salary. They, on the other hand, may take the view that they can do without you, especially if you don't appear helpful; they can outsource your job.
*Yes, I know IT can be part of the delivery system. Been there, done that. It was an aspect of being part of the business as a whole.