In addition to the rest
If you get an error on the screen, note it down or better yet get a screen shot if you know how. There is nothing worse than being told "It was error 12 something or other I think, do you know that one?"
Try to remember exactly what else was running and what steps you took to get to the point of the error, it can help a lot.
If you have recently installed some new piece of software that you maybe shouldn't have don't try to hide the fact. Let us know so that we can determine where the problem really lies
Don't say "The whole office has this problem" unless you know for a fact that they do. Just because you and the person you sit beside happen to have a similar issue doesn't mean the entire site is down.
Try and be sensible about the priority of your call. Is there some other piece of work you could be doing whilst this is being fixed, or are you at a complete stand-still? Remember there is a whole company full of people calling with issues and some ARE more important than yours
When did the error start, and I mean really start? Don't just say it happens all the time. If that was the case then why have you been suffering it for so long? If we know when the problem started we may be able to relate it to a recent update made to something.
Have you ever actually used this piece of software or this panel on the application before? I mean really? If it's the first time you have tried it it may just be a configuration issue so it's important to know. We won't try and judge you just because you were meant to be using it before.
When your friend who works for another company sends you an email he got from someone else telling all about a new virus please don't forward it to everyone in the company. Send it to us first, we can determine whether it is real and applicable to everyone before issuing an alert.
Finally, we are on your side, we are not a deliberate conspiracy to mess up your day. We will do whatever is possible but there are some things we are just not allowed to do.