Most IT professionals play multiple roles. One minute, they’re designing the network infrastructure. The next, they’re identifying a security breach and patching the hole. And later, they’re installing workstations and servers.

But one of the most challenging - and rewarding - parts of their job is working with end users. Helping them find their missing links is like putting together a jigsaw puzzle, and each time the right piece “clicks” into place, cheers are heard. But when end users have trouble with their computers or the company’s system, they lash out at what they consider to be the cause of all their problems - the IT professionals. […]