Down from being irate or distrusting the help desk or you being the live person?
You get to the user who just spent an hour on the phone with the help desk. They are mad and want to do bad things to the computer or you. So what do you do to get the person in a better mood if it is possible?
I look at each job/user as a new possibility and try to learn from each one.
There is always the one person who can not be helped but I still try to make my visit a good one. And hopefully leave a good impression of IT with them.
