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Best IT Support Practices in Uganda (2023)

It is important to acknowledge the growing significance of the Information Technology (IT) sector in Uganda today. In recent years, Uganda has witnessed significant growth in the IT industry, with many businesses and organizations recognizing the importance of technology in achieving their goals. According to a report by the Uganda Communications Commission, internet users in Uganda increased by 1.8 million (+15.1 percent) between 2021 and 2022. This demonstrates the increasing adoption of digital technologies in the country, and the need for businesses to keep up with the best IT support practices.

Additionally, the COVID-19 pandemic that had a huge toll on the economy also accelerated the shift towards digital technologies, with many businesses and organizations adopting remote work and digital communication tools. This highlighted the importance of having effective IT systems in place, and the need for businesses to invest in their IT infrastructure.

Furthermore, the government of Uganda has recognized the importance of the IT sector in driving economic growth and development. The National Development Plan III of the country prioritizes the development of the ICT sector as a key driver of economic growth, with a focus on increasing access to digital technologies, promoting digital skills development, and supporting the growth of the IT industry.

In light of these developments, it is crucial for businesses and organizations in Uganda to adopt the best IT support practices to remain competitive and efficient. However the question remains, What IT support practices can businesses, organizations or even individuals adopt to keep up with the ever growing and evolving tech industry?


The COVID-19 pandemic brought about unprecedented changes in the way businesses operated, with many organizations in Uganda shifting to remote work to comply with social distancing measures. While this enabled businesses to maintain their operations, it also created new cybersecurity challenges. The rise of remote work increased the attack surface for cybercriminals, making it easier for them to exploit vulnerabilities and launch cyber attacks. As a result, businesses and organizations in Uganda must prioritize cybersecurity as one of their IT support practices in 2023 to ensure that they can operate securely and efficiently in the new normal.

Read Also: Why you need Cybersecurity Training now more than ever before.

Here are some practical steps that businesses, organizations or individuals can take to improve their cybersecurity:

Conduct a cybersecurity risk assessment

A cybersecurity risk assessment helps businesses identify and prioritize their cybersecurity risks. By conducting a risk assessment, businesses can develop a customized cybersecurity strategy that addresses their unique risks and vulnerabilities.

Implement a strong password policy

A strong password policy can prevent unauthorized access to business systems and data. Passwords should be complex, unique, and changed regularly.

Implement multi-factor authentication

Multi-factor authentication adds an extra layer of security by requiring users to provide additional verification beyond their passwords, such as a fingerprint, face scan, or a one-time code.

Regularly update software and systems

Software and system updates often include critical security patches that address known vulnerabilities. By regularly updating software and systems, businesses can reduce the risk of cyber attacks.

Provide regular cybersecurity awareness training

Employees are often the weakest link in cybersecurity. By providing regular cybersecurity awareness training, businesses can educate their employees on best practices for data security, how to recognize and avoid phishing scams, and what to do in case of a security breach.

By adopting cybersecurity as one of the regular IT support practices and implementing these steps, businesses in Uganda can mitigate the risks of cyber-attacks and protect their assets.

Read also: How to become a cybersecurity expert in Uganda.

Cloud Computing

Simply put, cloud computing refers to the delivery of computing services – including servers, storage, databases, software, and more – over the internet. Rather than relying on local hardware and software, businesses can access these resources from anywhere, using any device with an internet connection.

Cloud computing has revolutionized the way companies approach their activities and do business. By leveraging the power of the cloud, businesses can reduce their hardware and software expenses, while also gaining access to cutting-edge tools and resources. Adopting this technology as an IT support practice offers many benefits, including increased flexibility, scalability, and improved security as explained below

Cost Savings

Cloud computing can help businesses, organizations and individuals save money on IT infrastructure, maintenance, and personnel costs. By moving to the cloud, businesses can avoid the high upfront costs of purchasing and maintaining physical hardware and software. Additionally, they can pay for cloud services on a pay-as-you-go basis, which can be more cost-effective than paying for unused capacity.


Cloud computing allows businesses to quickly scale their computing resources up or down based on their needs. This is particularly useful for businesses with fluctuating workloads or those that experience seasonal spikes in demand. By leveraging cloud computing, businesses can ensure that they have the resources they need when they need them.


Cloud computing offers businesses greater flexibility in terms of where and how they work. With cloud computing, employees can access their data and applications from anywhere, at any time, using any device with an internet connection. This enables remote work and can improve productivity and collaboration.

Data Security

Cloud computing providers typically have robust security measures in place to protect their customers’ data. By using cloud computing, businesses can leverage the security expertise of cloud providers, which can be particularly beneficial for small and medium-sized businesses that may not have the resources to invest in their own security infrastructure.

Disaster Recovery

Cloud computing offers businesses improved disaster recovery capabilities. By storing data and applications in the cloud, businesses can easily recover their data in the event of a disaster or system failure.

As explained above, individuals, business and organizations that make cloud computing one of their IT support practices can bring numerous benefits to your business.

Mobile Device Management

One critical aspect of IT support practices is mobile device management, which refers to the policies, tools, and technologies used to manage and secure mobile devices within an organization.

In today’s fast-paced business landscape, mobile devices have become an integral part of everyday operations. From smartphones to tablets, these powerful devices have revolutionized the way we work, communicate, and access information. However, managing a fleet of mobile devices can be a daunting task, especially when it comes to ensuring security, compliance, and user productivity.

MDM solutions typically include features such as device enrolment, remote configuration, policy management, app management, and remote wiping capabilities.

Device enrolment MDM

These solutions allow businesses to enrol and manage devices remotely. This includes setting up security policies and configuring email, VPN, and Wi-Fi settings.

Remote configuration MDM

These solutions allow businesses to configure devices remotely, without the need for physical access to the device. This includes setting up passcode requirements, disabling features such as the camera or microphone, and blocking access to certain websites or apps.

Policy management MDM

These MDM solutions allow businesses to enforce security policies on mobile devices. This includes setting up device-level policies such as passcode requirements, as well as app-level policies such as data encryption and secure communication.

App management MDM

App management solutions allow businesses to manage the apps that employees use on their mobile devices. This includes app distribution, app updates, and app blocking.

Remote wiping MDM

These solutions allow businesses to wipe data from a mobile device remotely, in the event that the device is lost or stolen. This ensures that sensitive data does not fall into the wrong hands.

In addition to these features, MDM solutions also provide businesses with greater visibility into their mobile device landscape. This includes device inventory, device usage data, and security compliance reports. By implementing an MDM solution, businesses can ensure that their mobile devices are secure, compliant, and manageable. This not only protects sensitive data but also ensures that employees can work efficiently and effectively on their mobile devices, without having to worry about security risks or compatibility issues. This make MDM one of the critical IT support practices for businesses and organizations alike.

Data Backup and Recovery

Data backup and recovery is an essential component of any business’s digital infrastructure as an IT support practice. With the exponential growth of data in today’s digital world, organizations in Uganda need to prioritize data backup and recovery to ensure business continuity and mitigate the risks of data loss.

A sound data backup and recovery plan involves making regular backups of critical data and ensuring that those backups are stored securely and accessible when needed. In the event of a disaster, such as a cyberattack, data corruption, or a natural disaster, having a solid backup and recovery plan in place can mean the difference between business survival and failure.

In conclusion, data backup and recovery is a crucial IT support practice that businesses in Uganda cannot afford to overlook. By implementing a comprehensive backup and recovery plan, organizations can ensure the safety and accessibility of their critical data, even in the face of unexpected disasters. As an IT support practice, data backup and recovery is an investment in the long-term success and resilience of any business.

There are several methods of data backup and recovery, including:

Full backup

This method involves creating a complete copy of all data on a regular basis. While this method provides comprehensive protection against data loss, it can be time-consuming and resource-intensive.

Incremental backup

This method involves backing up only the changes made since the last backup. This method is faster and more efficient than a full backup, but it requires a complete set of backups to restore the data.

Differential backup

This method is similar to incremental backup, but it only backs up the changes made since the last full backup. This method provides faster recovery than a full backup but slower recovery than an incremental backup.

Cloud backup

This method involves backing up data to a remote cloud-based server. This method offers scalability, flexibility, and cost-effectiveness, as businesses only pay for the amount of storage they use.

Hybrid backup

This method combines local and cloud backups to provide a comprehensive backup and recovery solution. This method offers the benefits of both local and cloud backups, including faster recovery and greater flexibility.

In addition to choosing a backup method, it is important to consider consider the frequency of backups, the location of backups, and the testing and verification of backups. Regular testing and verification of backups can ensure that data can be successfully restored in the event of a disaster.

Collaboration Tools

In today’s fast-paced business environment, the ability to work together seamlessly and efficiently is more important than ever before. That’s why the use of collaboration tools has become a key IT support practice for businesses of all sizes in Uganda and around the world.

Collaboration tools have become increasingly important in today’s business environment. With the rise of remote work, businesses need to have effective collaboration tools in place to ensure that their employees can work together effectively.

There are many different types of collaboration tools available, ranging from simple instant messaging apps to complex project management software.

One popular collaboration tool is video conferencing software. This software allows team members to connect with each other in real-time and communicate face-to-face, even if they are located in different parts of the world. Video conferencing is particularly useful for remote teams or for businesses that have multiple offices.

Another popular collaboration tool is instant messaging software. This software allows team members to communicate with each other quickly and easily, regardless of their location. Instant messaging is particularly useful for teams that need to communicate frequently or for businesses that have employees who work remotely.

Google workspace (formerly G Suite) is another great collaboration and productivity software for business. Google Workspace provides custom business email and tools like Gmail, Calendar, Meet, Chat, Drive, Docs, Sheets, Slides, Forms, Sites, and more.

Project management software is another widely used collaboration tool in many businesses and organizations. This software allows teams to manage projects more efficiently by assigning tasks, tracking progress, and communicating with team members. Project management software is particularly useful for businesses that have multiple projects or for teams that are working on complex projects.

Collaboration tools can also include cloud-based file-sharing and storage services, such as Google Drive or Dropbox. These services allow team members to access and collaborate on files and documents from anywhere, at any time.

Individuals, businesses and organizations in Uganda should adopt these best IT practices to ensure that they remain competitive and efficient. By implementing these practices, businesses can improve their cybersecurity, access the benefits of cloud computing, manage mobile devices effectively, ensure data backup and recovery, and enable effective collaboration among their employees. By staying up to date with the latest technological trends and best practices, businesses can position themselves for success in the years to come.

In conclusion

It is important for individuals, businesses and organizations alike to adopt these IT support practices to keep up with the ever changing and overly competitive business world. Contact us today for all IT support needs or schedule a 15 minutes free consultative meeting with our business development team.

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