A few recent ones
I don't man the help desk anymore, I managed to somehow move away from that, however I still work in IT, so I do still have to help people on occasion. Just a few simple ones that I've encountered recently..
1. Pressing more than one button at a time is difficult - Ctrl-Alt-Del? Oh man, 40 minutes to get someone to do that over the phone. After trying not to insult their intelligence for the first 30 minutes, I had to resort to the old, put a finger on this key, leave it there, now get another finger put it on this other key, whilst keeping the first on the first key type deal. They were actually very happy I went to that low level, as in their own words 'I learnt a lot - Thank You' so all was good that day.
2. Laptops that have a keypad on the keyboard - I can't type in my password / password not working, I can't type letters, I get numbers instead. Stupid laptops that think it's great to ahve a mode they can go into that make the middle of the keyboard a number pad. See #1 for the fun of getting FN + F7 key pressed together. (Actually this person could manage multiple buttons just fine, so it wasn't that bad)
3. New user, sent instructions on how to use one of those RSA password token things, where the numbers keep changing. User couldn't login, when asked what they were doing, checking the account, usual stuff, it turned out that in the instructions was an example to show how you used the token. The example had a dummy password in it to be able to show the process. The user was using the example password rather than the numbers on the token.
Those were from the last couple of weeks, another thing I've noticed is that issues come in seasons. You can go months without a particulat issue, and then suddenly it's all you encounter for a week.
Oh one the most usefule trouble shooting tools are :
1. Remote Control - Once you manage to establish a connection, it's the single best invention ever. You don't even really need to talk to the user from that point. They can't lie about whats on or missing from the screen.
2. Mute Button on the Phone - Getting Stressed? Can't insult the user directly, hit mute, have a good swear about them, calm down, carry on with the call. You really do de-stress a lot for a 5 second rant, and you can usually get on with the call in a much faster / professional manner.