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RFQ for Development and Implementation of ICT Helpdesk Management System at UMATI

Jul 23, 2026 - 19:19

Jul 25, 2026 - 07:55

5 min read

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UMATI Tanzania

RFQ for Development and Implementation of ICT Helpdesk Management System

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Job snapshot

RFQ for Development and Implementation of Information and Communication Technology (ICT) Helpdesk Management System vacancy at UMATI. The role keeps critical data platforms available, secure, and performing. The post is based in Tanzania.

Role	RFQ for Development and Implementation of ICT Helpdesk Management System
Employer	UMATI
Location	Tanzania

UMATI relies on core database platforms for day-to-day operations.

Role overview

Chama cha Uzazi na Malezi Bora Tanzania (UMATI) is an autonomous, non-political, non-profit national organization dedicated to advancing Sexual and Reproductive Health (SRH) in Tanzania.

Key responsibilities

TERMS OF REFERENCE (ToR) / REQUEST FOR QUOTATION (RFQ).
Development and Implementation of ICT Help Desk Management System.
Introduction.
Established in 1959, UMATI has played a leading role in providing quality SRHR information, education, advocacy, and services, particularly for adolescents, young people, women, and underserved populations.
As a Member Association of the International Planned Parenthood Federation (IPPF) since 1973, UMATI is part of a global movement committed to ensuring universal access to SRH information and services.
Via innovative programming, strategic partnerships, and evidence-based interventions, UMATI continues to champion the realization of sexual and reproductive health and rights for every people without discrimination.
UMATI's Strategic Plan identifies digital transformation as a key strategic enabler for enhancing consistency, accessibility of information, and effective communication while follow-up and feedback processes between staff and system technicians or administrators.
Background.
UMATI seeks to procure, customize, and implement an integrated ICT Help Desk Management System to improve the management of ICT support requests, knowledge sharing, user training, and service delivery monitoring.
The system will serve as a centralized platform for logging, tracking, assigning, resolving, and reporting ICT support issues while providing users with self-service resources, training materials, and communication channels.
Objective.
The objective of this assignment is to design, develop, configure, deploy, and support an ICT Help Desk System that enables.
Efficient management of ICT support tickets.
User self-service via FAQs, user manuals, and knowledge base resources.
Monitoring and reporting of ICT service requests.
Integration with organizational email services.
Delivery of user training programs with assessments and certification.
Tracking of support performance and service-level compliance.
Scope of Work.
The selected vendor shall provide the following functionality.
4.1 User Management and Access Control.
The system shall support role-based access control with at least the following user categories.
Administrator.
Full system administration rights.
User and role management.
Configuration of workflows and categories.
Access to every reports and dashboards.
Supervisor.
Monitoring and assign tickets.
Escalate tickets.
Reviewing staff performance.
Generate operational reports.
Staff/User.
Submit support requests.
Track ticket status.
Access knowledge base and training resources.
Taking part in training and assessments.
4.2 Help Desk Ticketing Module.
The system shall provide.
Ticket creation via web portal and email.
Automatic ticket numbering.
Ticket assignment and reassignment.
Priority levels (Low, Medium, High, Critical).
Status tracking (Open, In Progress, Pending, Resolved, Closed).
Escalation workflows.
Internal notes and comments.
File attachments.
Notification alerts via email.
Ticket history and audit trail.
Service Level Agreement (SLA) tracking.
4.3 Support Categories.
The system shall support categorization of requests covering but not limited to.
APOS Payroll.
APOS Program.
APOS Operations.
CMIS MediPro.
CMIS GrayCare.
Network and Internet.
Hardware Support.
Software Support.
Email Support.
Other ICT Services.
Categories ought to be configurable by administrators.
4.4 Knowledge Base and Self-Service Portal.
The system shall include.
Frequently Asked Questions (FAQs).
User Manuals.
User Guides.
Troubleshooting Articles.
Searchable Knowledge Base.
Keeping records of Upload and Management.
Approval Workflow.
4.5 Email Integration.
The solution shall integrate with: support@umati.or.tz.
Features shall include.
Automatic ticket creation from incoming emails.
Email notifications on ticket updates.
Email-to-ticket conversion.
Outgoing communication tracking.
4.6 Training and Learning Management Module.
Training course enrollment.
Course management.
Learning materials upload.
Progress tracking.
Training attendance records.
Training completion reports.
3.7 Dashboard and Reporting.
The system shall provide dashboards and reports and.
Number of tickets received.
Tickets by category.
Tickets by priority.
Resolution times.
Service Level Agreement (SLA) compliance.
Staff performance.
User activity reports.
Training participation reports.
3.8 Security and Audit.
Secure user authentication.
Password management.
Role-based permissions.
Audit logs.
Backup and recovery functionality.
Data encryption where applicable.
Deliverables.
The selected vendor shall provide.
Requirements analysis report.
System design document.
Configured and deployed Help Desk System.
Knowledge Base Module.
Email integration.
Training Module.
User Acceptance Testing (UAT).
User and Administrator Manuals.
Training for system administrators and end users.
Go-live support.
Technical support period.
Technical Requirements.
The proposed solution should.
Be web-based and responsive.
Supporting modern web browsers.
Supporting cloud or on-premise deployment.
Providing API integration capability.
Supporting database backup and restoration.
Supporting multi-user access.
Be scalable for future expansion.
Vendor Qualifications.
Interested vendors should demonstrate.
Experience implementing Help Desk/Ticketing Systems.
Experience with Management Systems.
At least three comparable assignments completed.
Availability of qualified technical personnel.
Ability to provide post-implementation support.
Proposal Submission Requirements.
The quotation/proposal ought to include.
Technical Proposal.
Company profile.
Understanding of requirements.
Proposed solution architecture.
Implementation methodology.
Work plan and timeline.
Team composition and qualifications.
References of similar projects.
Financial Proposal.
Detailed cost breakdown and.
Software/System costs.
Customization and development.
Installation and deployment.
Training.
Supporting and maintenance.
Any recurring subscription fees.
Applicable taxes.
Evaluation Criteria.
Project Duration.
The implementation period is expected to be completed inside 8-12 weeks from contract signing.
Technical Support.
The vendor shall provide.
Minimum 12 months free support.
Bug fixing and system updates.
Service response and resolution timelines.
Submission & Deadline.
Interested vendors ought to submit their Technical and Financial Proposals physically to Executive Director at the UMATI HQ by 06th Aug 2026 at 5:00PM or via email: procurement@umati.or.tz.

Key skills

How to apply

Apply through the UMATI careers portal for this post-holder.

Apply on the UMATI site

Common questions

What role is open?: UMATI is recruiting a RFQ for Development and Implementation of ICT Helpdesk Management System.
Where is the job based?: The post is based in Tanzania.
How do I apply?: Submit your application directly on the employer's official portal: Apply on the UMATI site

Jobconnect application guidance

Before applying for RFQ for Development and Implementation of ICT Helpdesk Management System, review the requirements carefully, tailor your CV to the role, and follow the instructions shown in the advert.

1 Match your CV Highlight the skills, qualifications, and achievements that directly relate to this role. Avoid sending a generic CV.

2 Apply safely Use the application instructions provided in the advert. Never pay money to get a job, interview, or application form.

3 Prepare evidence Keep certificates, references, portfolio links, and measurable work examples ready before submitting.

4 Track your application Note the location: Tanzania. Save the job, record the deadline, and follow up only through official channels.

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Prepare a short application message that mentions the exact job title and why you fit the role.
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CV hints for this job

For RFQ for Development and Implementation of ICT Helpdesk Management System at UMATI, align your CV with the location and role context: Tanzania.

Professional summary Start with a short summary that mentions the target role, your strongest matching experience, and the value you bring.

Key skills Add 6-10 skills that match the advert. Avoid unrelated skills that distract from the role.

Experience bullets Move the most relevant skills, qualifications, and achievements for this post into your profile summary.

Proof of fit Replace generic duties with results, tools used, number of people served, targets met, or problems solved.

Possible CV keywords: Development Implementation Helpdesk Management System Umati

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YOUR NAME,

PHYSICAL ADDRESS (E.G. MOROGORO, TANZANIA).

SEPTEMBER 11, 2026.

THE HUMAN RESOURCES MANAGER,

UMATI,

TANZANIA.

Dear Sir/Madam,

RE: APPLICATION FOR RFQ FOR DEVELOPMENT AND IMPLEMENTATION OF ICT HELPDESK MANAGEMENT SYSTEM

Refer to the letter heading above, I am writing to apply for the RFQ for Development and Implementation of ICT Helpdesk Management System position. After reviewing the advertised requirements, I believe my skills, experience, and commitment to professional results make me a strong candidate for this opportunity.

My background has prepared me to contribute effectively in work relevant to RFQ for Development and Implementation of ICT Helpdesk Management System. I can bring relevant experience, strong attention to detail, and the ability to work responsibly with teams, clients, and organizational priorities. In tailoring this application, I would highlight evidence related to Chama cha Uzazi na Malezi Bora Tanzania (UMATI) is an autonomous, non-political, non-profit national organization dedicated to advancing Sexual and Re.

I am especially interested in this role because it gives me an opportunity to apply my strengths, support the organization objectives, and continue growing professionally while delivering reliable results.

I have attached my CV and supporting documents for your review. I would appreciate the opportunity to discuss how my qualifications match this position.

Thank you for considering my application.

Yours faithfully,

___________________

(Insert your handwritten signature here)

YOUR NAME

YOUR NAME,
PHYSICAL ADDRESS (E.G. MOROGORO, TANZANIA),
YOUR POSTAL ADDRESS (OPTIONAL),
EMAIL | PHONE (OPTIONAL).
SEPTEMBER 11, 2026.

THE HUMAN RESOURCES MANAGER,
UMATI,
TANZANIA.

Dear Sir/Madam,

RE: APPLICATION FOR RFQ FOR DEVELOPMENT AND IMPLEMENTATION OF ICT HELPDESK MANAGEMENT SYSTEM

Refer to the letter heading above, I am writing to apply for the RFQ for Development and Implementation of ICT Helpdesk Management System position. After reviewing the advertised requirements, I believe my skills, experience, and commitment to professional results make me a strong candidate for this opportunity.

My background has prepared me to contribute effectively in work relevant to RFQ for Development and Implementation of ICT Helpdesk Management System. I can bring relevant experience, strong attention to detail, and the ability to work responsibly with teams, clients, and organizational priorities. In tailoring this application, I would highlight evidence related to Chama cha Uzazi na Malezi Bora Tanzania (UMATI) is an autonomous, non-political, non-profit national organization dedicated to advancing Sexual and Re.

I am especially interested in this role because it gives me an opportunity to apply my strengths, support the organization objectives, and continue growing professionally while delivering reliable results.

I have attached my CV and supporting documents for your review. I would appreciate the opportunity to discuss how my qualifications match this position.

Thank you for considering my application.

Yours faithfully,

___________________
(Insert your handwritten signature here)

YOUR NAME
Phone: YOUR PHONE NUMBER | Email: YOUR EMAIL ADDRESS

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