That telephone number you ring goes through to an employee of your company, Charlie, he gets into the office at the same time as you, you smile on the train at each other occasionally, you know Charlie, would recognise him down the pub after work on a Thursday, he’s at the company events, this gives you hope and comfort, instills confidence in your IT department. Charlie comes over in 10 minutes, he even brings his cup of tea and he has a replacement dock in his hand already.
Charlie runs the same checks you did, but you’re having a quick chat about what happened over the weekend, you’re at ease, Monday is getting back on track quickly. Charlie replaces the dock and pops your laptop back on with a smile, docks your laptop turns it on, it’s at the login screen and you logon, Charlie’s work is done and he gets back to his desk. “How was your experience with IT this morning?”.