@Dashrender said:
Where does bench work and and support work begin with regards to desktop systems?
There is almost always some bench work that will be done by IT for practical reasons, just like with anything. You don't call an electrician to plug in a lamp, it's part of just using the lamp. IT might set up a desktop on someone's desk, but the actual placing it there isn't IT work. Any department might do tasks like plugging the desktop in.
Desktop support would be the support of the user and the system. If the task involved opening the computer case, that's bench work. If the work does not require knowing the end user, knowing the system or special privileges, likely it is bench work. Bench work can be scripted (if this, then this) and does not require operating system knowledge or application knowledge to do. One can replace a hard drive without knowing what a computer or a hard drive even is, it is a purely mechanical task and is not IT. IT requires understanding the role and the infrastructure, bench does not.
While it is totally possible that bench work would be done at the user's location, typically it is not. Normally, bench work involves delivering the computer to the repair location where the work is done. This is generally not true in a datacenter, although one could argue that a datacenter itself is a bench location and hence supports that rule as well.