Karma?
Having had worked in help desk myself I have great sympathy for helldesk staff. It comes to a limit though when a guy half across the globe remote controls my computer for five hours straight without solving the problem. Only after these five hours and resetting all my custom settings in MS Office/Outlook he could be convinced to relay to someone who could solve it.
Maybe it was karma biting back... Then again, a colleague of mine got it worse: one day and a half -a total of twelve hours- of not being able to work because one of those helldesk drones tried to solve an issue.
Biting the hand that feeds IT
