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Prof. Vusumuzi Maphosa : ICTS Director

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The Information and Communication Technology Services (ICTS) Department is committed to empowering the University community to fully leverage the power of ICTs to drive growth and achieve strategic objectives. Our team is driven by a common goal of developing and implementing policies that guide the creation of effective systems that promote innovation, research, teaching and learning. We provide a wide range of relevant ICT resources to support administrative and academic affairs, e-learning platforms, a reliable network, technical support, and maintain audio-visual equipment. We take pride in providing top-quality ICT planning, design, installation and maintenance to support all units across the University.

To be an anchor of digital transformation through the provision of scalable systems, robust infrastructure, with vibrant user support to enable innovation, research, administration, teaching and learning.

The Department Undertakes to:

  • Promote the objective of NUST in becoming Zimbabwe’s most reputable, dynamic research centre for innovation in Science and Technology by providing the necessary infrastructure and systems.

  • Design and implement systems which will enhance the quality of student experiences within a stimulating cultural and social environment, through effective programme delivery, academic support services and quality assurance procedures.

  • Promote the policy of developing new approaches to teaching, learning and assessment, which are responsive to needs of the students.

ICTS will endeavour to:

  • Develop a business culture that is service oriented in relation to the user community.

  • Be always responsive to the users' needs in an environment where change is the only constant.

  • Be pro-active in coordinating the university’s efforts to streamline administrative procedures and lead the university in embracing new technological solutions in its day-to-day activities.

  • Provide an environment where staff can maximise their skills and capabilities thereby helping staff invest in their commitment to the organisation

Service Excellence Redefined

ICTS provides a fully integrated, efficient and dynamic information system to service the information needs of the Students, Academic Staff, Library and the Administration in order to enhance their work, teaching, research and learning experience.

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Years of expertise and consultancy
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Projects & Collaborations

ICTS Operational Units

  • Systems & Software Development
  • User Support & Training
  • Networks and Hardware Support
  • Business Automation
  • NUST COMPCONSULT

The Systems and software section is responsible for managing the physical and logical ICT environment of the university’s core IT operations.It ensures a secure, stable, organised and reliable operating environment for critical core management of information systems, telephone, server and printing systems.The section also coordinates the maintenance and support of all operations and systems in the university including providing data backup services to the university community. The section initiates and coordinates systems software development and/or purchases for the university’s management information systems and teaching/learning systems.

The Section reports to the Director, Information and Communications Technology Services Department.


What We Do

  • Design and implementation of database and other software related projects for the Information and Communications Technology Services Department and other units within the University.
  • Design and implementation of decision support systems for the various units of the university
  • Design and conduct training courses for all grades of users within the university.
  • Train both junior and senior personnel with matters pertaining to systems.
  • Carry out research of new web technologies
  • Interconnect  WebPages with University authorised databases and systems
  • Web Proxy configurations and maintenance
  • Maintain the integrity of the website
  • Liaise with the Network Engineer on the security of sites
  • Installation of software and computer hardware for all user departments.
  • Develop in-house programs for user departments
  • Maintain legacy systems in the departments
  • Train data capture operators in the use of applications
  • Backup data and system files
The User Support and Training section is committed to supporting, improving and transforming the way ICT is used across the National University of Science and Technology. It is responsible for maintaining the ICTS Helpdesk and ensuring users have a platform to report ICT problems and for the NUST user community software, including teaching and learning software’s orders, renewals, support and training. The section also provides ICT literacy training and support on standard desktop software packages to staff and students
 
The User Support and Training section works hard to make sure that campus technology works smoothly for everyone-from students and faculty to alumni and visitors. Our dedication to technological advances, computer protection and information management make it possible for the university to run efficiently.
The section ensures that users comply to ICT policies, hence they are involved in the development of ICT policies and procedures. The policies designed are to assist users as well as protect the University ICT resources.
 
The section also issues all ICT resources to both staff and students including the issuing of Identity cards. The user support and training section reports to the Director, Information and Communications Technology Services Department
 
 
User Support and Training Section Services
 
Helpdesk
The ICTS Help Desk is the first line of support for all IT related queries. The Help Desk staff have a broad range of knowledge which enables them to provide a speedy response to the different user requests.All customer issues are important to ICTS and the Help Desk strives to resolve them in a timely manner.
 
Helpdesk manages requests through the Request Tracker System where faults are logged in and then assigned to the relevant technicians who then solve the problems.Helpdesk also provides walk-in services to students,staff and third parties.
 
The Request Tracker System can be accessed by either sending an email to helpdesk@nust.ac.zw or by https://rt.nust.ac.zw/ , where one can log their query.
 
Training
 
The training section  provides  ICT information, advice and training that helps members of the University community to make best use of ICT  tools and technologies  .
 
ICT Training and Teaching Software acquisition for the University community and beyond is delivered through this portfolio. Training and Information resources are both sourced and developed in-house to cover the full range of software, hardware and services provided by the department to the University community. The section provides student and staff orientation on all ICT services provided by the department .
Currently training is being carried out in a classroom face to face  setup but the section is working towards having self paced online training as well..
 Working in close partnership with the Staff Development Unit, we ensure that all University staff and students have access to all the information and training they need.
 
Maintenance and Repairs Workshop
 
The Maintenance and Repairs Workshop  of ICTS provides support for University owned computer hardware, this includes servicing and repairs. The section also does recommendations for any hardware that university departments may be willing to purchase, as a replacement for obsolete hardware or as a new purchase. The section is also responsible for the following:
 
•Prepare software and hardware for practicals.
•Supervises and assist junior members of the technical staff in the performance of their duties.
•Maintains the laboratory and installs both software and hardware
•Demonstrates the use of computers to students and members of staff.
•Maintains, services and repairs computer equipment.
•Implements security of hardware movement and software media.
•Ensure security of software by running anti-virus programs.
 
 
Switchboard
 
The Switchboard establishes telephone links/calls for internal and external users to the requested destinations. The telephonists work in liaison with the Telecommunications technician(s) in detecting and reporting any possible faults that hinder the smooth progress of telecommunication services at any one particular time.The records of all calls that are done by staff members through the Switchboard are also accounted for by the Switchboard personnel.The switchboard can be accessed by dialing 9, if you are within the NUST campus or +263-292-282842 if you are outside
 
Data Capture
The role of the data capture clerks involves being part of a highly dynamic production planning department. They are responsible for ensuring that the information is entered into the system in a timely and effective manner while ensuring the highest degree of data entry accuracy. It is an important role as information in these systems is only valuable if it is accurate, up to date and useable. It is our responsibility to help other employees find the information they need in our systems.
 
We also specialise in customer services and in time move away from the data entry side of things altogether. Services offered:
•Provide user support on Student Portal related queries
•Assist students who face any challenges when trying to do online registration
•Assist students who are failing to access their student portal and email accounts
•Assist students and staff members who are failing to access wifi.

 

The Networks and Hardware Section plays a crucial role in ensuring seamless connectivity for users to access ICT (Information and Communication Technology) services. This connectivity is provided through both wired and wireless media.

For guided media, the section utilises copper cables and optical fiber. Copper cables are commonly used for Ethernet connections at user access level, while optical fiber offers high-speed and long-distance transmission capabilities for uplinks between building and connecting Internet Service Providers (ISPs). These media are essential for establishing reliable and high-bandwidth connections within the network infrastructure.

Wireless access is controller-based and implemented using Cisco and Ruckus brands. These technologies enable the deployment of wireless networks that provide connectivity to users without the need for physical cables. Cisco and Ruckus are well-known vendors in the networking industry, offering robust and scalable wireless solutions.

User access to the network is granted through authentication servers, which enforce the three triads of information security: confidentiality, integrity, and availability (CIA). By authenticating users, the section ensures that only authorised individuals can access the network, maintaining the security and privacy of the ICT services.

In addition to connectivity and access control, the section is responsible for enforcing cybersecurity best practices. This includes implementing network firewall security policies to protect against unauthorised access and malicious activities. Regular user password changes are enforced to enhance security, and vulnerability assessments are conducted periodically to identify and address potential weaknesses in the network infrastructure. These measures aim to improve the overall cybersecurity posture of the university.

The section also manages the virtualised data center, which is designed to ensure high availability of services. Redundancy is implemented at all hardware levels to minimise downtime and maintain service continuity. Regular server maintenance and hardware upgrades are performed to keep the infrastructure up to date and efficient.

The virtualised data centre enables the provision of Infrastructure as a Service (IaaS) cloud services to sister institutions such as Gwanda State University, Lupane State University, Solusi University, Hillside Teachers College, and others. This allows these institutions to leverage the university's IT infrastructure and resources, enabling efficient sharing and utilisation of computing resources.

Furthermore, the section is in charge of running the telecommunications systems, that has evolved to purely Voice over IP (VoIP) technology. VoIP allows voice communication to be transmitted over the network infrastructure, enabling cost-effective and flexible telephony services compared to traditional telephone systems. 

Overall, the Networks and Hardware Section plays a vital role in ensuring reliable connectivity, enforcing cybersecurity measures, managing the virtualised data centre, and running telecommunications systems to support the university's ICT services and enable seamless communication and collaboration.

The section has a staff complement consisting of various roles, each responsible for specific tasks and reporting to the Networks and Hardware Manager. Here are the key roles within the section:

  1. Network Technicians: Network Technicians are responsible for the installation, configuration, and maintenance of network infrastructure components. They handle tasks such as setting up routers, switches, and access points, troubleshooting network connectivity issues, and ensuring smooth operation of the wired and wireless networks.
  2. Telephone Technicians: Telephone Technicians specialise in the installation, maintenance, and troubleshooting of telecommunication systems, including VoIP technologies. They are skilled in configuring phone systems, managing extensions, and resolving issues related to voice communication.
  3. Systems Administrator: The Systems Administrator is responsible for managing the virtualisation environment of the data centre and overseeing the server infrastructure. They handle tasks such as server provisioning, virtual machine management, software installation and updates, system monitoring, and backup and recovery. Systems Administrators ensure the high availability and reliability of services hosted in the data centre.
  4. Cybersecurity Analysts: Cybersecurity Analysts focus on safeguarding the network infrastructure and data from security threats. They are responsible for implementing and monitoring security measures such as firewalls, intrusion detection and prevention systems, antivirus software, and security incident response. Cybersecurity Analysts also conduct vulnerability assessments, analyse security logs, and develop strategies to mitigate risks and enhance the overall cybersecurity posture.
  5. Network Engineers: Network Engineers design, plan, and implement network infrastructure solutions. They have expertise in network architecture, protocols, and technologies, and work on tasks such as network design, capacity planning, network optimization, and performance tuning. Network Engineers collaborate with other teams to ensure the network meets the organization's requirements and supports the efficient delivery of ICT services.

All of these roles collaborate under the leadership and guidance of the Networks and Hardware Manager. The manager oversees the section's operations, sets goals and objectives, manages resources, coordinates projects, and ensures effective communication and alignment with the university's strategy and goals.

The section streamlines workflows and processes and automates core functions to boost the institution’s efficiency, improve productivity, and implement new business models. We aim to improve the stakeholder experience by transforming manual processes, minimising errors, standardising processes, and liberating employees to concentrate on more strategic, value-added activities. We want to shift the responsibility of completing routine tasks from humans to machines, saving our employees time and allowing them to work smarter, not harder. This assists in delivering massive productivity gains and operational efficiency throughout the organisation. We work closely with stakeholders to identify opportunities to automate processes, improve operational efficiency, and drive digital transformation. We have extensive experience in process improvement, automation, and digital transformation. We have strong technical knowledge of automation technologies, as well as excellent analytical, problem-solving, and project management skills. Leading in all phases of the software development lifecycle, including analysis, design, coding, testing, and deployment. Performing unit and end-to-end testing to ensure software quality and resolve defects. Establishing governance frameworks, policies, and standards to enable secure, reliable, and scalable automation.

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  • +263-292-282842
  • helpdesk@nust.ac.zw
  • 08:00-16:30
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