What users want from IT departments

This is one of the weaker areas of IT, according to Seltmann. After asking what she did wrong and how she could fix it the next time so she wouldn't have to call in, the help desk suggested that should another problem arise, she should just call back again.

Own your projects

The ideal relationship with IT, according to Lanham, is when you have a designated IT person following through on a project with you. "Basically, just having someone who would own it," she says. Part of the frustration with IT occurs when you reach out to someone, they say it has been transferred to someone else and you end up chasing different people, she says.

Avoid speaking in slang

"The ideal IT guy or girl is one who can take a complicated idea and explain it in terms that the average individual can understand," says Babcock. Average people don't know certain technical terms, they don't know what they are doing wrong and they don't know how to fix it, he pointed out.

Assign the call to the right person

One thing Seltmann really appreciates about the IT help line provided at her company, is that there is one person who is "really good" at every application on her computer; as opposed to generalists who try to fix all the problems.

If you have a problem with PowerPoint, for example, they have a person assigned to PowerPoint who knows everything about PowerPoint. When they get your call, they call you back and are able to fix it fast, she says.

Some people say having to wait for IT to call you back is a big problem, but it's better to wait and have the right person call back than have the wrong person try to fix it immediately, Seltman says.

Provide timelines and open communication

There isn't much of a difference between the needs versus the wants from IT, according to Lanham. "What I would like is just open communication," she says, adding that her expectations would then be set appropriately.

When a project is requested, "let me know from the get-go or within a short amount of time how long it is actually going to take, even if it is longer than I would like," she suggested. This includes providing updates as the project moves along and reasons why there may be delays.

Explain that "it will take longer because of A, B and C, so I always have the right expectations," says Lanham.

Keep the surveys simple

Seltmann suggested scaling down help desk feedback surveys to just a couple questions or issuing those with dozens of questions periodically, as opposed to expecting end users to fill out lengthy reports on every interaction they have with the help desk. The first couple of times she did fill them out, but now she just deletes them, she says. "It's the opposite reaction they want. Even though I'm happy with the job they did."

Time is of the essence

The ideal IT manager is someone who knows that time is of the essence in fixing problems, according to Babcock. They can't wait until after the weekend or the next day, because having a system down can be calamitous and ultimately lead to worse problems later on, he says. "Loyalty and dedication to the job is important."