Government IT Service desk
Our Service Desk serves as the centralized point of contact for all e-Government service delivery needs across Ministries, Departments, Agencies (MDAs), and Local Governments (LGs). We were established to enhance operational efficiency by providing a streamlined approach to managing IT requests, troubleshooting, and service delivery.

Our Service Desk plays a critical role in:

• Ensuring effective communication between users and IT support teams.
• Tracking, managing, and resolving technical issues and service requests promptly.
• Supporting government institutions in delivering reliable, IT services to citizens.

Our Goals
The NITA-U Service Desk is dedicated to achieving the following objectives:

• Enhancing customer satisfaction by responding promptly to all queries and ensuring swift escalation and resolution of user requests.
• Reducing response times through efficient workflows and providing multiple channels for users to reach us.
• Enabling uninterrupted service delivery to empower MDAs and LGs in achieving their mandates efficiently.
• Monitoring service level agreements (SLAs) to ensure accountability and quality in IT service provision.
• Providing a user-centric approach to ensure every interaction is resolved effectively and professionally.

How Can We Help You?
The NITA-U Service Desk offers a range of services to address IT-related challenges, including:

Comprehensive IT Support:

• Resolving technical problems and answering queries that prevent you from completing your work.
• Providing expert guidance on the use of IT systems and services to improve productivity.

Problem Assessment & Solutions:

• Diagnosing issues accurately and offering reliable solutions to technical problems.
• Escalating complex cases to specialized teams for resolution and keeping users updated throughout the process.

Follow-Up on Escalations:

• Ensuring that all unresolved issues are prioritized and addressed with urgency by the appropriate teams.
• Tracking progress and maintaining communication with users until the matter is resolved.

Guidance on Services & Products:

• Offering detailed information about the range of products and services provided by NITA-U and other government institutions.

Service Level Monitoring:

• Ensuring all IT services comply with agreed service level standards to guarantee efficiency and reliability.

Why Choose the NITA-U Service Desk?

• Expert Support Team: Our trained professionals provide solutions tailored to your specific needs.
• Seamless Communication: With multiple communication channels, reaching us is quick and easy.
• Proactive Problem Resolution: We don’t just solve problems; we work to prevent them from recurring.

How to Reach Us
For assistance with IT-related problems, requests, or queries, please use any of the following contact methods:

Email: servicedesk@gou.go.ug

Hotline:

+256 417 801053

+256 759 848 259

+256 781 791141

We are available to support you with efficiency, professionalism, and a commitment to delivering solutions. The NITA-U IT Service Desk is your trusted partner for seamless e-Government service delivery.