- Information and Communication Technology Office (ICTO) - https://icto.um.edu.mo -

Scope of Service

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Scope of Service



Help Desk provides services for:

  • Dealing with problems in using the ICTO computing services;
  • Setup and maintenance of the computing equipment provided by ICTO in academic and administrative offices;
  • Installation and troubleshooting for the use of office standard software and/or providing briefing (if required);
  • Upgrade and relocation of the computing equipment provided by ICTO (upon approval from the Director of ICTO or the Head of IUS).

In general, ICTO Help Desk service excludes:

  • The computing facilities and software purchased by faculties/departments;
  • The computing facilities and software in faculty laboratories;
  • The computing facilities owned or maintained by outsource companies or contractors;
  • One’s privately owned computing equipment and software.

For service requests involving the above computing facilities and software, limited technical support will be provided upon obtaining approval from the Director of ICTO or the Head of IUS with proper justification. Service response also depends on the availability of manpower and the nature of problem.


Ways of Support


Help Desk provides you with technical support services in a variety of ways.

Phone Support
User can get help by calling Help Desk hotline: 8822 8600. We will try to resolve your problem on phone by answering your queries.


Email Support
User can send email to Help Desk. Our dedicated staff will read user’s email and answer queries within a short period of time.

  • Help Desk Email: @
  • Booking Facilities: @
  • Suggestions and Complaints: @

Remote Support

The Remote Support Application provides a secure and quick IT technical support services for our users on campus.  By establishing remote support connection through https://umrs.icto.um.edu.mo, our technician can share control of your mouse and keyboard and solve your computer problem effectively.


Onsite Support
We provide onsite technical support for all UM staff on campus.  To schedule an appointment, please contact Help Desk hotline 8822 8600 or email @. Walk-in service support is available at Room 2085, 2nd floor of Central Teaching Building E5.


IT Service Management System

IT Service Management System (ITSM) is an online service request system of ICTO that allows staff to submit, track and manage their service requests. To access ITSM system, go to https://itservice.um.edu.mo and login with your UMPASS account and password.


Chatbot
Chatbot can be accessed via ICTO website. It has been trained to support the most frequently asked questions of our IT services. If you have enquiry about using our IT services, it can immediately provide relevant answers.


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Eligible Users

  • All staff

Service Available Hours

  • Mon – Thu
    09:00 – 13:00
    14:00 – 17:45
  • Fri
    09:00 – 13:00
    14:00 – 17:30

Service Support Hours

  • Mon – Thu
    09:00 – 13:00
    14:00 – 17:45
  • Fri
    09:00 – 13:00
    14:00 – 17:30

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