Don't Dismiss The User's Diagnosis
I have seen the problem from the other side far more, the help desk that ignores the users' diagnoses. The first thing that any help desk should do is to immediately send someone to observe the problem. Unfortunatley, this course of action is usually outside the scope of the help desk by upper management fiat.
Any help desk that responds to a comnplaint about system slowness by cleaning monitors after hours should be dismantled. The user may not have been adequately able to describe his problem over the phone, but I am sure when he said slowness he meant slowness. What was needed was a help desk by his side, immediately, to confirm the problem.
Listen to your users and respect their knowledge. Too often, the help desk dismisses user complaints and leaves it up to the users to fix their own problems. Then the help desk credits their own in action for the problem resolution. I wonder how the user with the system slow down solved his problem while the help desk was ordering Windex.
