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Aug 14, 2025

The more the world digitises, the more valuable human-centric IT support becomes

Modern workplace IT support simply must evolve with the times to remain relevant, not just from a customer experience perspective, but also in terms of minimising downtime, says Manqoba Masina of Nkgwete IT Solutions.

Self-service IT support, built on up-to-date knowledge articles, is a strategic organisational asset

There’s no need to be stuck in a 2009 help desk bottleneck – knowledge articles built into a self-help portal are a strategic organisational asset, says Manqoba Masina.

A modern IT service desk should be the interface between technology, human potential

According to Manqoba Masina of Nkgwete IT Solutions, a modern service desk realises that every technical issue is more than just a system malfunction.

Manqoba Masina

Articles About Manqoba Masina (1)

4:50

TechForum

17 Nov

The more the world digitises, the more valuable human-centric IT support becomes

People-first service is becoming the true differentiator in modern IT support, says Manqoba Masina, operations manager at Nkgwete IT Solutions.