@miss-demeanor I've never seen anything to that degree where I work. We also don't tend to hand people off if we can avoid it. That being said, as a quality assurance thing, we ARE told that, even if you state that you've taken a troubleshooting method, we're to try to repeat that method. The short truth of it is this: Users fucking lie. All the time. We can't trust you to have actually taken the steps. So we have to take the steps with you ourselves, so that our bosses don't breathe down our necks about QA and the like. ESPECIALLY if we are unable to resolve the issue and have to send it up the chain to a higher level support team. That being said, once one analyst has taken those steps with you and documented that in the ticket there should be no need for any other IT professional you speak to to ask you to repeat them again. As it's been documented that those steps have already been tried and failed to produce results.
Part of that whole making you do things over again... It does require some finesse on the part of the analyst, though. We certainly can't tell you that we think you're lying or incompetent. I find ways to smooth it over. Usually by mentioning that I want to see what exactly happens when we go through the steps again (as I am often remoted in on the computer while talking to someone). This doesn't make it seem like I'm trying to make you repeat the same thing, or that I don't believe you or think you're incompetent, but rather that I'm trying to see it for myself to get screenshots and document it it all in the ticket so I can show how neat and savvy you were to have done these things, even though they didn't work.