The ICT Helpdesk is the recommended channel for reporting technical problems and requesting assistance. Using the Helpdesk allows the Directorate to assign, track and follow up each request.
Issues you can report
Examples include email problems, internet access, VPN, printer faults, computer support, ARIS, LMS, E-Office and other University ICT services.
Option 1: Submit a request through the web portal
Open the Helpdesk portal
Go to https://helpdesk.gov.go.tz/ using a supported web browser.
Sign in
Sign in using your registered account details. First-time users should select Forgot Password, enter their UDSM email address and use the reset link sent to their inbox to create a password.
Create a new request
Select the option to create a ticket or report an incident. Choose the category that most closely matches the problem.
Describe the problem clearly
Explain what you were trying to do, what happened, the system involved and any error message displayed. State when the problem began and whether it affects only you or several users.
Add your contact and location information
Provide your full name, department or unit, building and room number, telephone number and UDSM email address.
Submit and retain the reference number
Submit the request and keep the ticket or reference number. Use it when following up or providing additional information.
Option 2: Send an email
You can also send a request to the appropriate Helpdesk email address for your campus.
| Campus | Helpdesk email |
|---|---|
| Main Campus | udsm.helpdesk@udsm.ac.tz |
| MCHAS | mchas.helpdesk@udsm.ac.tz |
| SJMC | sjmc.helpdesk@udsm.ac.tz |
| SoAF | soaf.helpdesk@udsm.ac.tz |
| IMS | ims.helpdesk@udsm.ac.tz |
| MRI | mri.helpdesk@udsm.ac.tz |
| CoICT | coict.helpdesk@udsm.ac.tz |
What to include in the request
- Your full name and department or unit.
- A brief but specific description of the problem.
- The name of the affected system or service.
- Your location, including building and room number where applicable.
- Your telephone number and UDSM email address.
- The exact error message, if one is displayed.
- A screenshot that does not expose passwords or sensitive personal data, when useful.
How to write an effective issue description
Weak description: “The system is not working.”
Better description: “I cannot open ARIS 3 from the Main Campus network. The browser displays ‘Connection timed out’. The problem started at approximately 10:30 a.m. and affects three staff members in Room 204.”
Do not send confidential credentials
Never include your password, Microsoft Authenticator number or one-time verification code in a Helpdesk ticket or email.
Submit an ICT support request
Use the web portal whenever possible so that the request can be assigned, tracked and resolved efficiently.
Open ICT Helpdesk Email Main Campus Helpdesk