*giggle* That makes me want to keep a pack of Tarot cards with me if I should ever get into a help desk position. I'm not half bad with the suckers, and it might help me think up probing questions to ask the user if it seems very apparent that this is a PEBKAC* problem or I-D-ten-T error**, or even ways to phrase myself so that the user in question can actually understand me.
I wonder how many help desk technomancers actually do use any given divinitory system to help them with their work...
* PEBKAC: Problem Exists Between Keyboard And Chair. In other words, the user.
** I-D-ten-T error: Write it out with numerals instead of the word "ten". ID10T.