How DICTS handles your queries

We have realised that many of you don’t know where to go for ICT support within DICTS.Some have directly contacted the director, individuals and other units within DICTS for help. However, below is the correct process that should be followed in order to have your queries resolved in time and with accountability.

If you have an ICT query, the first source of help should be your local college/unit network or systems administrator.

If the systems/network administrator can’t resolve your issue, they will forward it to the End-User support Manager at DICTS who will have it resolved by his team through 1st or 2nd line support.

If the End-User unit can’t resolve your query, it will be escalated to the concerned unit for resolution and you will be notified about the escalation.

You can also choose to contact the End-User support unit directly via helpme@dicts.mak.ac.ug or email the End-User support Manager directly spmugabi@dicts.mak.ac.ug to have your issue resolved or escalated to the concerned units.

The End-User Support Unit should be your first point of contact for technical support within DICTS.If you don’t follow the correct query handling process, then DICTS can’t be held responsible for not resolving your query.