90 minutes had elapsed
"By this point, 90 minutes had elapsed"
Well to me that shows an inability for Dan to speak fluent "user" . At the end of the day the problem was a simple one - the PC is turned off . All Dan had to do was instruct the Doctor to turn the machine on.
He would have to do this without patronising the user and making him look like an idiot - which gets increasingly difficult as the amout of time gone by without any noticable progress gets embassingly long.
He would also have to do it maintaing a cheery attitude and not get frustrated and snippy with the customer - also very hard the longer it goes on .
This is the skill of desktop support - especially remote.
I am sad that I know so much about this and less about system archtecture
Biting the hand that feeds IT
