ICT SERVICES HELPDESK

A help desk provides technical support to end users, troubleshoots staff and student issues. The staff will guide them through specific tasks and actions.

ICT Services Help Desk

ICT Services Help Desk

The ICT Services Help Desk is the first point of contact for all IT-related support and assistance at IIUM. Below are the services and responsibilities handled by the Service Desk:

Responsibilities of the ICT Services Help Desk

✅ Managing service requests, problems, and incidents
✅ Addressing IT concerns of all departments and Kulliyyahs
✅ Tracking and resolving customer issues
✅ Assisting with employee onboarding (IT-related)
✅ Monitoring and reporting service status

Services Provided for IIUM Staff & Students

📶 Wi-Fi Access Assistance
🛠️ Create & Manage Incident Tickets
📧 University Email Support
📞 Entertain Calls & Queries from Users
💻 General IT-related Assistance

How to Contact the ICT Services Help Desk

📞 ITD Hotline: 03-6421 6666
📱 WhatsApp: 016-9832415
📧 Email: servicedesk@iium.edu.my

Need help with the ICT facilities in IIUM

ITD provides a one-stop ICT Services Help Desk located at the ground floor of the ITD Office. The ICT Services Help Desk provides a central point of contact for IIUM staff and students to report all IT problems, queries and service requests associated with the services provided by ITD.

Locate Us| ITD Main Gombak

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Contact ITD Management & Branches

INFORMATION TECHNOLOGY DIVISION, ITD

International Islamic University Malaysia

P.O. Box 10, 53100 Kuala Lumpur,

Malaysia

Tel : 603-6421 6666

Email (@iium.edu.my) : servicedesk

Website: http://www.iium.edu.my/division/itd

 

IT GOVERNANCE & CUSTOMER CARE  SECTION:

Deputy Information Officer

Tel : 603-6421 4889

Email (@iium.edu.my): Siti Zarina Muhamat

 

ACADEMIC & STUDENT AFFAIRS SECTION:

Deputy Information Officer: Hairul Laila Din

Tel : 603-6421 4875

Email (@iium.edu.my): hairul_laila

 

 

ADMINISTRATIVE SECTION:

Deputy Director : Wan Surbani Wan Omar

Tel : 603-6421 5430

Email (@iium.edu.my): Wan Surbani

 

 

ADMINISTRATIVE APPLICATION SERVICES SECTION:

Deputy Information Officer : Abu Hurairah Manaf

Tel : 603-6421 4895

Email (@iium.edu.my): Abu Hurairah

 

 

INFRASTRUCTURE SERVICES SECTION:

Deputy Information Officer: Syed Mohd Hazrul Syed Salim

Tel : 603-6421 4891

Email (@iium.edu.my): Syed Hazrul

 

 

 

BUSINESS INTELLIGENCE,RESEARCH & COLLABORATIVE SECTION:

Deputy Information Officer : Abu Hurairah Manaf

Tel : 603-6421 4895

Email (@iium.edu.my): Abu Hurairah

 

 

 

INFORMATION TECHNOLOGY DEPARTMENT (ITD Kuantan)

Deputy Engineer : Abdul Naser bin Abdullah

International Islamic University Malaysia

Jalan Sultan Ahmad Shah

Bandar Indera Mahkota

25200 Kuantan, Pahang Darul Makmur

Malaysia.

Tel : 609-570 4666

Fax : 609-571 6774

Email: helpdeskktn@iium.edu.my

Website: http://www.iium.edu.my/office/ocd

 

INFORMATION TECHNOLOGY DEPARTMENT (IIUM Medical Centre)

Deputy Information Technology Officer : Mustakim bin Ahmad

International Islamic University Malaysia Medical Centre (IIUMMC

Jalan Sultan Ahmad Shah, 25200 Kuantan.

Tel : +609 591 2500

Fax : +609 591 2699

Email : webmaster@iium.edu.my

 

 

INFORMATION TECHNOLOGY DEPARTMENT (CFS)

International Islamic University Malaysia Gambang Campus

Deputy Director: Mohd Zahid Ridzuan Mohd Zulkifly

Administration Building
Jalan Gambang-Maran,26300 Gambang,
Pahang Darul Makmur,Malaysia

Any matters related to CFS, please email 

to: cfs.enquiry@iium.edu.my

 

LIBRARY (KNOWLEDGE MANAGEMENT)

Library Management Services

IIUM Dar al-Hikmah Library

International Islamic University Malaysia

P.O. Box 10, 53100 Kuala Lumpur,

Malaysia

Tel: 03-6421 4825

 

IIUM PAGOH Branch

Campus Liaison Officer: Shahidah Mahbob

International Islamic University Malaysia (IIUM)

Pagoh Edu Hub

KM 1, Jalan Panchor,

84600, Pagoh, Muar,
Johor Darul Takzim,
Malaysia

 

 

Customer Service vs. Customer Support

The difference between customer service and customer support is that customer support teams support a product, while customer service teams provide service to a customer.
While both focus on helping customers, customer support is a specific type of customer service that involves documentation, product feedback, and technical problem solving.

 

Customer Support

The short answer is that customer support is important because support agents are key for helping resolve customer queries quickly and effectively and driving customer satisfaction. This ultimately impacts customer retention, customer lifetime value, and brand reputation.

 

Customer Service

Customer service refers to the assistance an organization offers to its customers before or after they buy or use products or services. Customer service includes actions such as offering product suggestions, troubleshooting issues, and complaints or responding to general questions.

5 strategies for delivering great customer support/service.

What are the operational hours for the ICT Help Desk at Gombak Campus?

Q: What are the operational hours for the ICT Help Desk at Gombak Campus?
A:

Contact ITD

What services does the ICT Helpdesk provide?

What services are NOT provided at the ITD Service Helpdesk?

 

 

Who to Contact for Admission Matters

Who to Contact for Admission Matters

For any inquiries or issues related to ADMISSION, please contact the appropriate office below for further assistance:

🎓 Undergraduate Admission
📌 Academic Management and Admission Division (AMAD)
🌐 Visit AMAD Website

🎓 Postgraduate Admission
📌 Centre for Postgraduate Studies (CPS)
🌐 Visit CPS Website

Note: The ITD Service Desk does not handle admission-related matters. Please liaise directly with the respective offices listed above.

For Postgraduate Students with "TERMINATED" Status

Q: My student status shows as "TERMINATED." What should I do?

A: If your status is "TERMINATED," you are required to contact the Centre for Postgraduate Studies (CPS) or your respective Kulliyyah for assistance.
Please note that the ITD Help Desk does not have the authority to make changes or resolve issues related to academic status.

For Undergraduate Students with "TERMINATED" Status

Q: My student status shows as "TERMINATED." What should I do?

A: If your status is "TERMINATED," you are required to contact the AMAD Office (Academic Management and Admission Division) or your respective Kulliyyah for further assistance.
Please note that the ITD Help Desk does not have the authority to make changes or resolve issues related to academic status.