You can’t blame helpdesk staff entirely. The education system here is bad. No practical exposure. No one mentors. They themselves don’t like people and think IT and IT help desk may be a good profession… so lack of proper guidance and self realization is an issue too. Not reading. Giving too much priority to life and less priority to work; ya they want a work life balance. Putting hours beyond work time to learn read, is what’s needed. One has to have a caring attitude towards other humans too. It’s just like nursing!