I have made this observation in the past, but the various helpdesks that I have at work suck. I dealt with one guy who was incredibly useless.
In a particular software application, there is a field called Area. It's essentially your department's name. I clicked the dropdown field and none of them matched what I belonged to. On top of that, the documentation had a broken URL to the application, so I had to ask about both issues.
I got the proper URL. The guy told me to select one and let my colleagues know what I had selected. Huh? He was so out of it that I asked if I could connect with a subject matter expert instead. I did (at least he got that right) and she was a ray of sunshine. She answered my questions and created an area just for me with all the proper access rights.
It's nice when I go from frustrated to happy. That guy needs to go, though. Even the woman told me that!
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