I have for a long time told non-IT people that the job of IT people is not laying back in their swivelling office chairs, eyes half-open, staring blankly at their computer screens and consequently inadvertently drooling on their keyboards while waiting for non-IT people to report boring PC problems like “I’ve lost all the files on my flash drive.” The IT person, whether in the technical support department or not, is not designed to sit at his (“his” in the context of this entire article can also mean “her”) desk waiting for a user to report that their PC has misbehaved.