Before I got into running my own web development company I spent a year working on the helpdesk of a large University. The majority of issues were related to student login problems particularly at the start of each new term and on teh whole most students were pretty 'switched on'. It was the lecturers that were the problem with issues such as the following:
Lecturer: I can't print and I have a class in 10 mins.
Me: After spending 15 mins on the phone trying to resolve the issue (is there paper, is it turned on etc), I opted to visit the lecturer who was a 15 minute drive away on another campus.
Guess what the problem was? She was printing okay, but choosing the wrong printer. 5 doors down the corridor, there was a pile of printed papers waiting for her.
Opps, sorry she says!