This is probably a common problem in any kind of industry. It does not matter what company or organization you work for, for some reason, IT personnel are almost always "the target" of everyone. (at least that's the impression I get from watching TV, talking to people, and hearing stories from other people)
After our previous Mac specialist was fired mysteriously (he was doing a really good job from our perspective but for some reason the IT department fired him anyways), we haven't had a good experience with the IT department.
Here are few of the problems that I can think of right off my head:
1) They have two different numbers, one for the central (entire hospital complex) and the other one for the local (the hospital building that our lab is located). A work number is assigned after calling the IT department and they would forward to the right person. This process alone takes weeks sometimes.
2) Once the person in charge gets the query, he/she sometimes has to search for contact information of the person who requested the problem. Apparently, the operators who answer the phone don't forward that (or forget to ask) sometimes.
3) There is no way for us to check the status of our request. The only way to find out is call the support center, then they check the computer to see if the IT person in charge has left a note or not.
I wonder if this happens everywhere too.......