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.myLocate 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. Service Desk Counter: Do’ and Don’t Service desk counter Do.’ Respect your customers. Be Honest Take Responsibility Always Put Yourself in The Customer’s Shoes Express Your Gratitude Service desk counter Don’t. Don’t Make Things Overly Complicated Don’t Be Indifferent Don’t Treat Customers as Transactions Don’t Ignore Customer Feedback 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: 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 How can I contact the ICT Help Desk? Q: How can I contact the ICT Help Desk?A: Gombak: Tel: 03-6421 6666 | WhatsApp: 016-9832415 | Email: servicedesk@iium.edu.my Kuantan: Tel: +609-570 4666 | Email: helpdeskktn@iium.edu.my Gambang: Tel: 09-5183435 | Email: servicedeskcfs@iium.edu.my Pagoh: Tel: +609-974 2601/2604/2607 | Email: servicedesk@iium.edu.my 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 For further assistance, visit the ITD website or contact the Help Desk.. 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. 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: Browse MyApps PortalGo to myapps.iium.edu.my Reset or Forgot PasswordClick “Forgot Password” and follow the instructions to create a new password. Set New PasswordCreate a strong new password and ensure the reset process is completed successfully. Retry AccessOnce the password has been successfully reset, attempt to access the CAM Entry system again. 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 Contact the ICT Services Help Desk and inform them about the phone set issue. 📝 Step 2: Report Submission The ICT Services Help Desk will create a report and submit it to the i-FIRST system:🌐 i-first.iium.edu.my 📬 Step 3: Action by Person-In-Charge (PIC) The PIC will receive the ticket via email. The PIC will review the report and take the necessary action to resolve the issue. 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 IIUM Staff: Use your IIUM email credentials(Example: username@iium.edu.my) IIUM Students: Use your i-Ma’luum credentials(Username: Matric No. | Password: i-Ma’luum password) 🌐 Access iTa'leem Herehttps://italeemc.iium.edu.my/ 📞 Need Assistance?For help or technical support:📱 WhatsApp: +6011-5649 1385What 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: All assigned responsibilities have been completed All university property (e.g., ID card, laptop, access cards) has been returned All outstanding matters (financial, legal, or administrative) are properly resolved 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: Issues with your internet service provider (ISP) Problems with the modem or router Temporary network configuration errors Recommended Actions: Restart your modem and router Check if other devices have internet access Contact your ISP if the issue persists 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: Check for Antivirus InterferenceSome 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. 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. Restart Your Device Restart your laptop to refresh network configurations. 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. Still Having Issues? Visit the ITD Service Desk for hands-on assistance. 📧 Email: servicedesk@iium.edu.my ☎️ Call: 03-6421 6666 (ext. 6666)