Services

ICT Support Services

1. Technical Support & Helpdesk Services

• Assists students, staff, and faculty with IT-related issues (hardware, software, connectivity).
• Manages a helpdesk/ticketing system for tracking and resolving issues.

2. Hardware & Software Management

• Installs, configures, and maintains university-owned computers and devices.
• Manages software licenses and updates for academic and administrative use.

3. User Account & Access Control

• Manages user credentials (emails, student portals, learning management systems).
• Ensures secure access through authentication systems (e.g., single sign-on).

4. E-Learning & Educational Technology Support

• Supports E-Learning platforms like Moodle.
• Assists in the integration of digital tools for teaching and learning.
• Trains staff and students on using e-learning systems.

5. System Administration

• Ensures end-user systems are updated, secure, and running efficiently.

6. Cybersecurity

• Monitors for threats and applies security patches on end-user machines.

IT Infrastructure

1. Network Engineering Services

• The section is responsible for managing the University’s network infrastructure. This includes the provision of Internet services, managing the Local and Wide Area networks of the University across Main campus, the Institute of Distance Education, Ridgeway Campus and provincial centers.
• The University network comprises Fibre links from the Main server room located at CICT to various teaching buildings, campuses, and provincial centers
• Primarily based on Cisco platform, the University has a robust network providing both wired and wireless connectivity to staff and students.
• As a member of the Zambia Education and Research Network (ZAMREN), the University subscribes to the Internet bandwidth from ZAMREN.
• Wireless services are provided through the Eduroam network using a mixture of access points based on Wavion, Ruckus, Unifi etc platforms. The service enables students and staff from the University of Zambia seamless access wireless Internet services from any ZAMREN member institution and the general global education community running Eduroam.

2. Telecommunications Services

• The section manages all internal and external Voice services in the University
• The main campus has an internal telecommunication system (PBX) based on the Panasonic analog and digital system
• Currently, the University has installed a Voice over IP (VoIP) system and is in the process of rolling it out to replace the Panasonic system as part of its infrastructure upgrade program
• Additionally, the section also manages the Telco (Zamtel telecommunications) infrastructure within UNZA.

3. Systems Administration Services

• At the heart of the University’s IT infrastructure, the Systems Administration section is responsible for managing the server infrastructure to meet the ever-increasing demand for computing power by faculty and staff.
• With a mixture of proprietary and open system architecture, the University services run on diverse hardware platforms including HP, Dell, and Huawei.
• Some of the critical infrastructure/Services include Domain Name System (DNS), Moodle eLearning platforms, Student Information Systems, Payroll etc.

Quality Assurance and Security

1. QAS Services

• Preventing data breaches, monitoring and reacting to attacks - Critical thinking, curiosity, a passion for learning and research.
• Implementing Access Management Systems - set and implement user access controls.
• Monitoring - network and application performance to identify any irregular activity.
• Performing audits - to ensure security practices are compliant.
• Deploying endpoint Detection and Prevention tools to thwart malicious hacks
• Setting up patch management systems to update applications automatically
• Implementing comprehensive vulnerability management systems across all assets on-premises and in the cloud
• Formulating and implementing ICT Policies
• Backing up and Backup Testing.
• Conducting Awareness Training – internally or for external clients
• Providing Quality Assurance on both internal and external clients systems (ISO, CoBit)
• Conducting Forensic Investigations – Internally and externally.

Systems Development

1. Student Information System (SIS):

• Continuous maintenance, support and patching of the student information system, an in-house developed web application that manages student’s records, from admissions, studies, results, academic records, session intakes, accommodation, as well as members of staff, like academic and non-academic staff.

2. E-Learning with Moodle:

• Helping to administer e-learning through Moodle, a free and open source learning platform/ course management system that CICT has implemented for online learning in various institutes. It is useful for blended learning, distance education, and other various online learning.

3. Performance Management System (PMS):

• providing support for the PMS, an in-house developed system used to monitor the performance of the academic and non-academic staff.

4. Timetabling System:

• Supporting, developing and maintaining an in-house timetabling software that is extensively supported and has been used by other universities. It can be used in course scheduling and other university timetabling needs.

5. Asset Management System:

• Administering and maintaining this in house developed system that manages all the university assets; both intangible and tangible assets, laptops, desktops, land, cars, etc.

6. Website Design and development, and maintenance:

• Provides development and maintenance services for websites and web applications across the university, like the main UNZA website, DRGS, Unza Gateway, etc.

7. Procurement Management System:

• Maintaining an in house developed system to assist the university in all procurement and purchasing of assets.

Consultancy and Project Management System: offering support for the CMS, an in-house system developed to store, maintain, and manage all UNZA projects.

Technology and E-Learning

1. Educational and ICT Services for the Academic Community (Researchers, Lecturers, and Students):

• Teaching Enhancement: Workshops and resources to enhance teaching methods for lecturers, including Teaching Methodology, Digital Literacy courses, and Courses that enhance teaching.
• Learning Enhancement: Programs to improve study skills and academic performance for students, offering courses like Basic ICT Skills for computer literacy and software usage.
• Research Enhancement: Specialized training for researchers, students, and lecturers in advanced research ICT tools, including Data Analysis and Management using software packages such as SPSS, STATA, NVivo, and R.

2. Training Services for Support Staff:

• Deans, Secretaries, Senior Administrative Officers, and Assistant Registrars: Tailored training programs to enhance administrative skills, decision support, digital literacy, and online collaboration. Courses may include Online Collaboration and Email Management.

3. Revenue Generation and ICT Consultancy Services

• System Customization: Customized ICT system design and implementation for universities, companies, and government agencies.
• Network Implementation: Expertise in planning and deploying secure and efficient network solutions.
• Data Analysis: Data analysis services for researchers, businesses, and government agencies.
• Website Development: Design and development of websites for various clients, including government agencies.
• System Hosting and Maintenance: Ongoing support for hosting infrastructure, ensuring data security and reliability.
• Security Audits: Comprehensive security assessments for organizations, including government departments.
• Technology Tools Advisory: Providing advice on selecting the right tools to support learning, teaching, and research needs.
• Consultancy Services to External Clients: Providing income-generating consultancy services to external organizations, including companies and government entities, covering ICT system development, network implementation, data analysis, website development, and more.

4. Provision of Short Professional Courses

• Open to the Public: Offering short professional courses on various topics, including ICT, for the general public and individuals.
• E-Learning (LMS Short Courses) and Support:
  • E-Learning Course Development: Creation and support of 100% online short courses for both the public and the university community, accessible through a Learning Management System (LMS).
  • Professional Career Guidance: Professional career guidance, especially for certification routes like CCNA, MCSA, CEH, and other career development paths for prospective students.
    Training and Support for Faculty: Offering training to faculty members on how to effectively design and teach online courses. This may include providing guidance on best practices for eLearning.
  • Provision of 100% Short Professional Courses: Offering short courses to individuals and groups, both within the university and to the broader public. These courses may cover a wide range of topics, including technology, professional development, and specific skillsets.