Lets face the facts: 99% of the calls people put into help desks are for a small handful of issues. Even with IBM's wide array of enterprise gear most of it can be broken into a few small trees. From there you keep breaking it down until you get it into a nice neat group. Then you escalate that out to a qualified person.
Most of the calls result in a ticket being created and thats where it stops. It goes out to a qualified person, usually contracted, who fixes it. Indian high schoolers are roughly as well educated as american high schoolers. Meaning they can write, read, and regurgitate information.
Beyond all of that, the lower echelons of IT work is at best blue collar. I know people REALLY want to believe that ghosting an image to 300 desktops is 'hard core' but its not. Kick starting linux servers isn't either. Nor is any other thing that can be easily explained or replicated. Theres a reason those guys get 30k. Its easy work. They just need someone reliable who won't cause problems.
Things get a bit more 'white collar' as you move into sys admin work. A lot of that is still fairly easy, but it has caveats. People who are restarting java app's a few times a day, are clearing out logs, all that crap are still fairly unskilled. Skill starts to pick up you get into work such as fixing servers with crash carts/ilo. When you have a stable server suddenly drop off the network and you log in to fix it. You check SSHD, check network, check uptime, load, all of that... but from there it can go anywhere. What if random commands are throwing odd errors? Oh no! You have entire partitions down! Remounting them isn't fixing it.. so then you start with vgdisplay, etc etc.
Thats when you start earning your money and start really needing people with college *LEVEL* education. (As there is no worth while college degree in sysadmin. Its all very much self taught and then refined through cert programs.)