Setting aside for a moment whether the network is set up to securely accommodate this (which it should).
The problem here is user variety. Some can troubleshoot most of their own problems, but others cannot be reliably expected to use a toaster correctly. I have seen a user solder a power supply to a laptop mobo where the connectors had been physically damaged (great thinking on his part as his being offshore made the "damage" to the laptop meaningless, the job and having the laptop working at all was worth so much more than the laptop).
I have also seen someone post a CD through the gap between two blanking plates and get confused as to why it was not working (the student we had sent through came and got me to "help", read "laugh at" this user).
This level of understanding varies both within and between organisations. It would be hard to say to Brian (and his difficulty finding the app every morning) that you do not have time to support him when you do support Steve (on his one semi-interesting and helpful issue every couple of years).
You would alienate entire sales departments on a regular basis.
Biting the hand that feeds IT
