...there are frequently management issues contributing to each one.

The "read the script" guy is probably working for a transient $10 an hour desk where he is working for six companies at once and doesn't understand what any of them are doing.

The "to be honest with you" guy may just have gotten the sixth copy this week of a management letter sent out to the end users telling them to call the desk with any problems with the sixth new system that management never told the desk that management was rolling out. Or is trying to troubleshoot a system for you when management has decided that it's above the security level of the desk staff, so the desk staff has never seen what you're seeing.

Decisions from the top make a major difference in what the pawn in the middle can do for you.