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

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 ICT 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.

Access CAM Entry

Issue: Lecturer Cannot Access CAM Entry

Steps to Resolve:

  1. Browse MyApps Portal
    Go to myapps.iium.edu.my

  2. Reset or Forgot Password
    Click “Forgot Password” and follow the instructions to create a new password.

  3. Set New Password
    Create a strong new password and ensure the reset process is completed successfully.

  4. Retry Access
    Once the password has been successfully reset, attempt to access the CAM Entry system again.

  5. Issue Resolved

If the issue persists, kindly contact the ITD Service Desk:
📞 Tel: 03-6421 6666 | 📱 WhatsApp: 016-9832415 | 📧 Email: servicedesk@iium.edu.my

SFS Issue Already Closed

Issue: SFS Issue Already Closed

Important Information:
For any SFS (Student Financial Services) issues that have already been Closed, students are required to refer directly to the KCA Office (Kulliyyah/Centre/Administration Office) for further assistance.

ITD Note:
The ITD Service Desk does not have the authority to reopen or handle closed SFS cases.

Effective Date: January 2025

For general ICT inquiries:
📞 Tel: 03-6421 6666 | 📱 WhatsApp: 016-9832415 | 📧 Email: servicedesk@iium.edu.my

Reporting Phone Issues (For IIUM Staff)

Reporting Phone Issues (For IIUM Staff)

If you are facing issues with your office phone, please follow these steps:

📞 Step 1: Report the Problem

📝 Step 2: Report Submission

📬 Step 3: Action by Person-In-Charge (PIC)

For further ICT inquiries:
📞 Tel: 03-6421 6666 | 📱 WhatsApp: 016-9832415 | 📧 Email: servicedesk@iium.edu.my

iTa'leem Single Sign-On (SSO) Integration

iTa'leem Single Sign-On (SSO) Integration — Effective Semester 2, 2023/2024

Starting Semester 2, 2023/2024, the iTa'leem Team has announced the integration of Single Sign-On (SSO) into the iTa'leem platform — making access simpler and more secure.

🔑 What is SSO (Single Sign-On)?
SSO allows users to access iTa’leem using just one set of login credentials without needing to maintain a separate password.

👥 Login Credentials

🌐 Access iTa'leem Here
https://italeemc.iium.edu.my/

📞 Need Assistance?
For help or technical support:
📱 WhatsApp: +6011-5649 1385

What is Staff Clearance (Exit Clearance)?

Q: What is staff clearance and why is it required?

A:
Staff clearance, or exit clearance, is a formal procedure carried out when an employee leaves the organization—whether through resignation, retirement, or termination. It ensures that:

This process helps both the employee and the university maintain a clear, accountable transition.

What does “Connected, no internet” mean?

Q: Why does my device say “Connected, no internet”?

A:
This message means your device is successfully connected to the Wi-Fi router, but the router itself is not connected to the internet. Possible causes include:

What should I do if my student status is 'DISMISSED'?

If your status is listed as ‘DISMISSED’, please consult with your Kulliyyah, Academic Advisor, or the Deputy Dean for Student Affairs (DDSA) of your Kulliyyah.
This is because the readmission process falls under the jurisdiction of the Kulliyyah.

✅ Once your status has been successfully changed to ‘ACTIVE’, access to IIUM systems such as i-Ma'luum and others will be restored automatically.

For further clarification, kindly reach out directly to your respective Kulliyyah.

What should I do if I cannot access the internet on my laptop using my IIUM student ID?

A: If your laptop is unable to connect to the internet using your IIUM student ID, please follow these steps to troubleshoot the issue:

✅ Step-by-Step Troubleshooting Guide:

  1. Check for Antivirus Interference
    Some antivirus or security software may block Wi-Fi access or interfere with network authentication.

    • Temporarily disable your antivirus software and check if the connection works.

    • If the issue is resolved, consider removing the antivirus via:
      Control Panel > Programs > Programs and Features → Select antivirus program → Click Uninstall.

  2. Check Wi-Fi Connection

    • Disconnect from the Wi-Fi network and try to reconnect.

    • Make sure you are connecting to the correct IIUM Wi-Fi (e.g., IIUM_Student).

    • Enter your IIUM student ID and password correctly.

  3. Restart Your Device

    • Restart your laptop to refresh network configurations.

  4. Try Another Device

    • Test the Wi-Fi on another device (e.g., smartphone) using the same credentials to confirm the issue is with your laptop.

  5. Still Having Issues?

    • Visit the ITD Service Desk for hands-on assistance.

    • 📧 Email: servicedesk@iium.edu.my

    • ☎️ Call: 03-6421 6666 (ext. 6666)