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.

Services: ITD Service Desk

ITD Service desk responsibilities such as:
  1. Managing service requests, problems, and incidents
  2. Addressing IT concerns of all departments in the organization
  3. Tracking customer issues
  4. Enabling employee onboarding
  5. Monitoring reports
Service provided for Staff/Student at IIUM
  1. Wi-Fi access
  2. Create incident ticket.
  3. University Email
  4. Entertain call from user.
  5. IT related
How to Contact ITD Service Desk
ITD hotline: 03 64216666
Email servicedesk@iium.edu.my
ITD hotline WhatsApp: 0169832415

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.

Service Desk Counter: Do’ and Don’t

Service desk counter Do.’
  1. Respect your customers.
  2. Be Honest
  3. Take Responsibility
  4. Always Put Yourself in The Customer’s Shoes
  5. Express Your Gratitude
Service desk counter Don’t.
  1. Don’t Make Things Overly Complicated
  2. Don’t Be Indifferent
  3. Don’t Treat Customers as Transactions
  4. Don’t Ignore Customer Feedback
  5. Don’t Be Afraid of Complaints

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.

Unable to Use i-Attend

Q: I cannot use i-Attend. What should I do?

A: Please follow these steps to resolve the issue:

1️⃣ Report the problem at the ITD Help Desk counter or contact us at 03-6421 6666.
2️⃣ Our staff will assist you to:
✔️ Verify your matric number
✔️ Check your IIUM Live email account status
✔️ Reset your Live account password through i-Ma'luum: https://imaluum.iium.edu.my/
3️⃣ Create a new password and ensure the process is successful.
4️⃣ Once reset, try logging in again to i-Attend until access is restored.

Useful Links:
🔗 i-Ma'luum: https://imaluum.iium.edu.my/
🔗 i-Stack Guide: https://istack.iium.edu.my/link/630#bkmrk-https%3A%2F%2Fiattend.iium
🔗 i-Attend Portal: https://iattend.iium.edu.my/

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:

How can I contact the ICT Help Desk?

Q: How can I contact the ICT Help Desk?
A:

Contact ITD

For further assistance, visit the ITD website or contact the Help Desk.

How to Register for "Going Abroad Self-Registration" for IIUM Email Access

How to Register for "Going Abroad Self-Registration" for IIUM Email Access

If you are an IIUM staff or student traveling overseas, you must complete the "Going Abroad Self-Registration" to ensure uninterrupted access to your IIUM email and online services while abroad. Some countries (e.g., Turkey, China, Russia) may block access without prior registration.

Steps to Complete Going Abroad Self-Registration

1. Log in to IIUM Staff/Student Portal

2. Navigate to the Self-Registration Form

3. Fill in the Required Details

4. Submit the Form

Why Is This Necessary?

Some countries have strict internet policies that may block access to:

Registering ensures ITD whitelists your access while abroad.

What If I Forget to Register?

If you cannot access IIUM services abroad:

  1. Use a VPN (if allowed in the country).

  2. Contact ICT Help Desk urgently:

Important Notes

✅ Register at least 3 days before departure to avoid disruptions.
⚠️ Not required for all countries (e.g., Singapore, UK, USA usually work without issues).
🔒 Always use strong passwords & 2FA for security when accessing IIUM accounts abroad.

Need Help?

Safe travels! Ensure your IIUM accounts remain accessible wherever you go. 🌍✈️

What services does the ITD Service Helpdesk provide?

 

 

What services are NOT provided at the ITD Service Helpdesk?

 

 

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.

i-Ma'luum Access for New Students

Q: I’m a new student. What should I do before visiting the ICT Help Desk counter?

A: New students must register their matric number in the i-Ma'luum system before approaching the ICT Help Desk counter for assistance.
Please complete your registration here: https://imaluum.iium.edu.my/

This ensures your student record is active and allows us to assist you efficiently.