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.myNeed 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 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 BuildingJalan 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. Make support agents strategic students and staff. Ensure soft skills are just as important as “technical” ones. Support your support team. Be personable. Be fast. 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: Monday–Thursday: 8:30 AM – 12:30 PM, 2:00 PM – 5:00 PM Friday: 8:30 AM – 12:15 PM, 2:45 PM – 5:00 PM Weekends: Closed Contact ITD Website: https://division.iium.edu.my/itd Email: servicedesk@iium.edu.my ICT Help desk (Gombak): Level 1, ITD | Hours: Mon–Fri, 8:30 AM – 4:30 PM ICT Help desk (Kuantan): IT Department, Level 1| Email: helpdeskktn@iium.edu.my | Tel: +609-570 4666 | Hours: Mon–Fri, 8:30 AM – 4:30 PM ICT Help desk (Gambang): Information Technology Department (CFS) Administration Building | Email: servicedeskcfs@iium.edu.my | Tel: +09-5183435 | Hours: Mon–Fri, 8:30 AM – 5.00 PM ICT Help desk (Pagoh): International Islamic University Malaysia (IIUM) Pagoh Edu Hub KM 1, | Email: servicedesk@iium.edu.my  | Tel: +609 974 2601/ 2604/ 2607 | Hours: Mon–Fri, 8:00 AM – 5.00 PM What services does the ICT Helpdesk provide? ✅ Wi-Fi Configuration AssistanceWe assist staff and students in logging into IIUM Wi-Fi and other official applications. ✅ Basic Software TroubleshootingWe help diagnose simple software issues and direct users to official IIUM resources when needed. ✅ Escalation of Technical IssuesComplex or advanced technical problems will be forwarded to ITD technical teams for further action. ✅ IIUM Email SupportWe assist users in creating, accessing, or troubleshooting their IIUM email accounts. What services are NOT provided at the ITD Service Helpdesk? 🚫 PC/Laptop Repairs or Software InstallationWe do not perform any hardware repairs or install unauthorized software. 🚫 Data RecoveryWe do not recover data from damaged or corrupted devices. 🚫 Virus or Malware RemovalWe do not handle virus cleaning or malware removal on user devices. 🚫 Device Damage or Warranty ClaimsWe are not responsible for any device damage or warranty issues. 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.