Are you asking the right questions?

Tech support, maybe one of the most common,tough,rewarding IT jobs. One of the common complaint that we have is users giving wrong, insufficent or no informatiion. I was wondering what do you think is the problem? Sometimes I feel maybe we don’t ask the right question. Put my self in their shoe and ask the question. Maybe they have equiptment that we haven’t worked with before or we didn’t know that they have. What do you think? Do you ask the right question, or is it the end user. Where does the system fail?