(CNN) -- The general public doesn't have a clue what techs go through.
Many computer users are computer illiterate. There are many times when I've had to teach someone how to use the most basic functions of their computer while troubleshooting their tech problem. I've sometimes felt like a mechanic who's teaching someone how to drive while trying to fix their engine at the same time. Most of the people who call for help don't even know what operating system they're using -- even though they've spent their money buying the machine.
When you work at a help desk, there's often a time limit, and you can get in trouble for spending too much time with one caller. Sometimes techs are given scripts that they must follow even though the scripts might not have all of the solutions. A tech might know the solution to the problem, but management won't allow him or her to use that solution because it might interfere with other software functionality, thus increasing the company's liability.
Source:
http://www.cnn.com/2003/TECH/ptech/0...ech/index.html
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