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, she said. When they get your call, they call you back and are able to fix it fast, she noted.

Some people say that 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, she said.