Final answer:
It is false that help desk workers should tell callers they have little technical knowledge. Help desk personnel are expected to use their resources and skills to solve issues, and preemptively stating an inability to assist can result in poor customer service.
Step-by-step explanation:
The statement that help desk workers should declare a lack of technical knowledge up front is false. It is essential for help desk personnel to approach each problem with a willingness to assist and, where possible, apply their knowledge and resources to resolve the issue. While it is true that they might have a standard protocol to follow or a 'trouble-symptom' card to assist with common problems, there is also the understanding that not all problems are common. Moreover, preemptively stating an inability to help with more complex issues can cause frustration and dissatisfaction among callers.
The referenced scenario regarding medical professionals emphasizes that having knowledge isn't the problem; the challenge is in correctly applying it, which also holds true for help desk workers. They must aim to correctly apply their knowledge and troubleshooting skills to address the caller's issues effectively.
Regarding the probability of a patient having the flu, it exemplifies the importance of proper diagnosis or technical assessment, rather than assuming the issue is straightforward without thorough evaluation.