Good morning, Service Desk, this is Andrew speaking. How can I help?
Ah, hi. Yes. I need a dongle please.
I'm sorry, can you explain a little further?
Yes, I need a dongle for the department's IP address.
You need a... sorry?
Turns out they needed a wireless broadband modem so that they could access a website being developed by a third party, while working remotely from home. The developers restricted the website to be accessible only by departmental IP addresses, so when operating via DTA on her home network she didn't have the correct IP address to access the site. But it took quite a few minutes of pulling teeth to determine this information. All she had been told was "You need a dongle. Call Service Desk to get one."