FEATURE
What do you wish more people understood about the role you play in keeping digital systems running?
Emily Makurumidze: I wish more people understood that keeping digital systems running goes far beyond resolving technical faults when they happen. In IT Service Delivery, my role is to ensure technology remains reliable, responsive and aligned with business needs every day. A major part of the role is coordinating people, processes and technology so operations continue smoothly across teams. This includes managing escalations, supporting service performance, improving processes and working closely with different departments to ensure issues are addressed efficiently. When service delivery works well, teams can focus on their goals without
I wish more people understood that keeping digital systems running goes far beyond resolving technical faults when they happen.
being slowed down by technology challenges. Much of that coordination happens quietly in the background, but it plays an important role in the overall success of the business.
Teckla Giramata: I wish more people understood that IT support is not only about responding when something stops working. A large part of the role is thinking ahead, identifying patterns early and solving issues before they interrupt someone’ s work. We help create stability so people can focus on what they need to do without worrying about the technology behind it. The role also requires patience, empathy and strong communication. When someone reaches out, they are often frustrated or under pressure, and how you respond can completely shape their experience.
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