Believe it or not, solving problems is an important aspect of a help desk. I’ve worked incompanies where the developing good-"looking" work flow and procedures were moreimportant than finding the answer. Here again, the help desk should not become a goal untoitself.
Unfortunately, solving the problem is not always as easy as looking up a canned answer for a specific problem. In many cases, you are going to have to work for the answer. In some cases, you are going to have to work extremely hard.