I spent some time working in a help desk. It wasn't bad work. That said, for part of my stay, I worked overnights, so we were allowed to go off script quite a bit, as long as we logged what we did, and, if they didn't like it, they would ask us why we did stuff.
Anyhow, I wouldn't be 100% sure to blame the help desk for this problem, I would say there's likely an issue of left hand not talking to the right hand. Maybe the help desk doesn't have access to the downtime database or current problems tracking... So, without that knowledge, they need to be 100% sure everything is "OK" on your end before they go to the next level. Also, they do not have ESP, so they can not automatically know what troubleshooting you've already performed. That said, 45 minutes is crazy! I would think it would be no more than a 5 minute phone call (reboot, can you access other websites, what happens when you try to log in, try logging in this way instead, ok, now try the original way, ohh still broken, ok, we'll check it out on the back end)....