Helpdesk people aren't trained
to understand the company business. Internal IT developers are (or should be) trained to _gather_requirements_. When requirement gathering is done, a developer should know enough about the business to improve it with computers. And, above all, the developer has to understand the limits of his/her knowlege - where to stop and ask more questions.
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We have only 2 things to worry about: That
things will never get back to normal, and that they already have.