BOFH: The Helldesk opens its third eye and ascends to a higher plane of troubleshooting

The Boss has had some feedback from the using classes about our method of fixing IT problems (i.e. fixing them), and how we could do things a little better. "So... you want us to... not fix the problems?" the PFY asks. "No, that's not what I'm saying. What I'm saying is that your approach could maybe do with a bit of an overhaul. Instead of attacking the problem head-on, perhaps you could take a more... holistic approach? See how the user feels and maybe engage them in how the problem is affecti