I had a job training software, and business applications for end users. Part of this involved one on one training with users that wanted to know how to perform specific tasks.
I remember going to one lady who wanted to know how to perform a specific task to get an outcome she was struggling with. I found the issue not to be her lack of knowledge, but some missing packages. As systems were locked down, I had to call in to the internal HelpDesk and raise a ticket to get the necessary packages installed on her machine.
Upon giving the exact details of what was missing and what would be needed I got the response "Can I pass you to my colleague who knows about computers?"