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People need to understand the difference between computer science, information technology, software engineering and Tech Support
and "actually needing Microsoft support but coming to you cause Microsoft doesn't give a shit about private end users"
Tis is the same
ELI5 ??
Computer sciences is mathematics, software engineering is programming, IT support (I'm including infrastructure and infosec here) is making sure that computers run fine for the employees needs.
Don't let the infosec people hear that you lump them into support. At one of my past organizations they outright refused their workshops to be integrated with the company wide ticketing system. He can use it but not infosec.
Generally, but I am likely missing some stuff:
Computer Science: The underlying theory around making efficient computer software (I would consider the hardware side computer engineering)
Information Technology: the process of managing computer software and hardware systems for an organization
Software Engineering: the process of developing software including writing code, prioritizing features / bug fixes
Tech Support: part of IT. Troubleshooting and resolving issues with an organizations hardware and software systems