[greencreeper]

Tools are a lifesaver - time is of the essence when you're on the phone and there's nothing worse than having to sit there saying, "just waiting for..." At work we now have this nifty little VB script that quickly add/removes local admin rights on the specified PC. I can remotely manage a computer or use the domain user manager to do it, but both take ages.

I'm with MB - I prefer the users who know little about PCs. Some of the self-proclaimed experts are a real pain to work with - always have the (wrong) answers, always try to be one step ahead (wrongly) and are often downright rude, "I'm a systems engineer - I think I can install a printer". Well don't come phoning me when you make a mess of it. Then you have the tickets where, for example, some muppet has deleted all of Office by accident and wants our help reinstalling it. You broke it, you fix it.