A helpdesk must have a good process for dealing with requests about technologies that are out of scope. The helpdesk can simply state that the request is out of scope and refuse to help, but that is an unfriendly response. It is much better to clearly state the scope of what the helpdesk can and can’t do for the person and then offer a little help but give a time limit before you begin. For example, you might say, “We don’t support systems with that video card, but I’ll try my best for 30 minutes. If I can’t fix it, you are on your own.” You might spend 45 minutes on the problem and then politely tell the customer that you’ve reached your limit. The customer will appreciate your effort.