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Someone is calling the help desk. If that person is like me, they’ve already spent way too much of their time trying to figure out the problem and nothing seems to work. They’re frustrated, tired, and out of resources. You’re their last line of defense. You’re their only hope. If you can’t fix the problem, all is lost.

That’s a lot of pressure for the help desk person. Especially since the person on the phone is in an emotional state that makes it difficult...