How much do you know about Help Desk? What does Help Desk do?
Help Desk provides support to all staff and students on the use of IT facilities and services provided by ICTO. Let’s look at some of the 2024 statistics below:
ICTO Help Desk received 10,988 service calls in 2024. 99% of service calls were resolved within service target. We keep trying our best to provide professional and efficient support service to you.
Figure: Number of Service Calls in 2024 and the Percentage of Calls Resolved within Service Target
In 2024, more than half of all service calls were reported via email to ICTO Help Desk. Phone to Help Desk hotline (Tel: 8822 8600) and self-service through IT Service Management System were other commonly used reporting channels.
IT Service Management System provides a portal for you to submit and manage your requests. You can make use of it to submit different kind of requests or report issues that you encounter.
Figure: 2024 Support Calls By Reported Channels
 |
Phone |  |
88228600 |
|
|
icto.helpdesk@um.edu.mo | |
|
Walk-in Counter | |
Room 2085, 2/F, Central Teaching Building (E5) |
|
Self-Service | |
IT Service Management System |
Remote Support is a secure and quick method to provide technical support through establishing a remote connection to the computers for resolving problems. In 2024, 5.74% support calls were resolved efficiently through remote support.
The most common service calls in 2024 was related to the computing accounts and passwords.
Figure: Top 5 Service Calls Categories
|
Manage your UMPASS account | |
UMPASS Management Portal |
|
Request computer equipment | |
IT Service Management System |
|
Reserve computer equipment | |
UM Resource Booking System |
|
List of available equipment | |
Booking of Computing Equipment |
