In 2025, ICTO Help Desk continued to play a vital role to ensure smooth and reliable technology experiences for UM staff and students. From resolving technical issues to guiding users on using ICTO services, Help Desk strives to provide support efficiently. As we look back, here are some statistics that showcase our efforts throughout the year.
ICTO Help Desk received 12,599 service calls in 2025. 99% of service calls were resolved within the defined service target. We remain committed to delivering professional, efficient, and reliable support to all users.
Figure: Number of Service Calls in 2025 and the Percentage of Calls Resolved within Service Target
In 2025, more than half of all service calls were submitted via email to ICTO Help Desk. Other popular channels included making call to Help Desk hotline (Tel: 8822 8600) and the self-service option through IT Service Management System.
IT Service Management System offers a convenient portal for submitting and managing your requests. You can use it to report issues or submit various types of service requests anytime quickly and efficiently.
Figure: 2025 Support Calls by Reported Channels
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Phone (Hotline) |  |
88228600 |
|
|
icto.helpdesk@um.edu.mo | |
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Walk-in Counter | |
Room 2085, 2/F, Central Teaching Building (E5) |
|
Self-Service | |
IT Service Management System |
Remote Support is a secure and efficient way to provide technical assistance by establishing a remote connection to your computer to resolve issues. In 2025, 7.05% of support calls were successfully resolved using this method.
The most common service calls in 2025 was related to the computing accounts.
Figure: Top 5 Service Calls Categories
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Manage your UMPASS account and password | |
UMPASS Management Portal |
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Request Computer Equipment | |
IT Service Management System |
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Reserve Computer Equipment | |
UM Resource Booking System |
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List of Available Equipment for Short-Term Borrowing | |
Booking of Computing Equipment |
| With the end of security updates for Windows 10 versions 1607 and 21H2, ICTO initiated the rollout of Windows 11 and is gradually implementing upgrades in phases. Windows 11 offers a modern design, improved performance, enhanced security, and additional features for users. |  |
To support the rollout of Windows 11 and enhance computer performance, compatibility, and security, all new computers provided by ICTO are installed with Windows 11. Computers that have reached their lifecycle will be scheduled for upgrade. In 2025, over 600 desktop and notebook computers were successfully upgraded for academic and administrative staff.
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Windows 11 FAQs | |
ICTO Knowledge Base |
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Interested in upgrading to Win 11? | |
Contact Us |
