The problem with the mouse at the secretary's desk was that there was an actual mouse (brown, furry rodent, four legs) dead under her desk.
The tech looked at the secretary and said, "Oh, no, we don't take care of those kind of mice."
The secretary looked at our tech and said acidly, "Our help desk back at the [legal] firm always did. A mouse is a mouse."
Our tech looked at the secretary and then at the dead mouse and said, "Not here we don't. You might want to call them and reminisce about old times." And walked away.
Once the tech told us the story and we had a good laugh, we called the building maintenance, reported vermin, and they took care of it.
Help desk concierge
Our help desk, which supports over 100 people, received a call one mid-afternoon.
User: Umm, I need yellow stickies, pens, a few legal pads -- and can you also bring me plastic spoons, forks, and napkins.
Help desk tech (confused): This is the IT help desk. We don't have those things.
User (continuing on like she had not heard him): I'm working late tonight, so where do I get my dinner? Are there vouchers you hand out, or is this a pay-first, reimburse-later type of thing?
Help desk tech (more confused): Sorry? Excuse me, but I'm not following you. Do you have a computer, network, or an application issue?
User: Yes, I have those issues also, but can you take care of my other issues first? My old help desk never gave me this much trouble.
Help desk tech: I only take care of IT issues. Getting your plastic utensils and arranging your evening meals are not IT-related. Did you get this type of service through your "old" IT help desk?
User: Oh yes, and they also brought me pens, and paper, and all my office supplies.
Help desk: Wow. How big was your firm before you came here?
User: About five people, and the help desk was in the storage room, so they would bring the stuff to us.
Help desk: We don't do that here; the help desk is strictly to assist you with IT-related matters. I can tell you the storage room is on the second floor, and all the supplies you need have to be issued by the office facility staff. Their number is XXX...
I guess every place is different, every help desk is different, and every user's expectations are different. But no help desk tech should have to pick up dead mice!