If you have ever provided remote desktop support you understand how frustrating it can be to patiently listen to end users (EU) explain (or try to explain) the issue they are experiencing. EU do not know how to explain their problem. They are not techies. If they were, they wouldn't be calling you! EU don't have the time. They are stressed and losing precious productivity while the seconds tick off the clock. They expect you to be able to understand their thoughts. After listening to the…

If you have ever provided remote desktop support you understand how frustrating it can be to patiently listen to end users (EU) explain (or try to explain) the issue they are experiencing. EU don't know how to explain their problem. They are not techies. They wouldn't call you if they were techies. EU don't have the time. They are constantly stressed and losing precious productivity as the seconds tick by. They expect you to be able to understand their thoughts. After listening to the user's…