Smart Help Desk

A service portal designed to manage IT tickets. It features a chatbot frontend for immediate assistance, automated ticket routing to the right technicians, and an integrated knowledge base. It also includes workflows for self-service password resets and software requests.

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Challenge Brief

Develop a secure, scalable and user-centred NITDA Smart Help Desk that provides a single source of truth for the relevant records and activities. The solution should support configurable workflows, role-based access, notifications, dashboards, search, audit trails and management reporting. Where appropriate, it should integrate with existing NITDA systems and provide APIs for future interoperability. The design should prioritize data protection, usability, maintainability and measurable service improvements.

Key Challenge Question

How can NITDA use NITDA Smart Help Desk to digitize the relevant workflow, improve transparency and accountability, reduce processing time, and generate reliable information for better decisions?

Goals & Mission

To design and implement NITDA Smart Help Desk that replaces fragmented or manual processes with an integrated digital workflow, improves operational efficiency and visibility, strengthens accountability, and provides actionable data for continuous improvement.

Challenge Information

Alignment: Aligned with Pillar 8: Cultivate a Vibrant Organisational Culture and an Agile Workforce in NITDA
Category: Internal Processes/ Ongoing Projects
Entity: department
Created by: Mohammed Mahmud
Created: Aug 12, 2026
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