Overview
BIM Support and Training services provide single-point user support through the DESK 7/24 Help Desk (444 6 458 ext. 8002), the destek.hku.edu.tr ticket system, a video guide library, monthly webinar series, unit-specific training sessions, and a physical Help Desk office. All BIM procedures, instructions, and forms are available for download via DESK.
- 7/24 ticketOnline support requests open at any time
- Turkish interfaceAll channels and documentation in Turkish
- Video librarySelf-service training content
- Monthly webinarNew feature introductions
Our Services
DESK Ticket System
Submit, categorize, and track requests 7/24 via destek.hku.edu.tr.
Phone Support (ext. 8002)
444 6 458 ext. 8002 — live operator during business hours, call queue after hours.
In-Person Help Desk
Scheduled in-person support at the BIM office (device handover, card processing, etc.).
Video Training Library
Short how-to videos on password, email, VPN, BBB, Office 365, and more.
Monthly Webinar
Live sessions on new features, security awareness, and QMS updates.
Unit-Specific Training
Bespoke sessions for units and faculties on request (on-site or online).
User Guides
Step-by-step written guides — BIM procedure, instruction, and form archive.
Training Calendar
Annual training plan and monthly webinar calendar published in a single panel.
Service Level
| Scope | Target |
|---|---|
| P1 (critical) ticket first response | 1 hour |
| P2 (high) ticket first response | 4 hours |
| P3 (normal) ticket first response | 1 business day |
| Phone response time (business hours) | 90 seconds |
| In-person Help Desk appointment | 30 min / session |
| Webinar schedule | Monthly (3rd Thursday of each month) |
| Satisfaction survey response target | ≥ 85% |
Who Can Access
- All academic staff
- All administrative staff
- Undergraduate and graduate students
- Visiting academics
- Event and short-term guest users (limited scope)
How to Apply
Define the Problem
Clearly identify the device, take a screenshot, note the error message, and establish the number of affected users. For matters falling within the scope of an incident/breach, refer to BIM.PR.10.
Open a Ticket via DESK
Submit the request at destek.hku.edu.tr by selecting the appropriate category (e.g., Email, Network, Software) and priority (P1/P2/P3). For urgent matters, call 444 6 458 ext. 8002.
Resolution and Satisfaction
The assigned BIM specialist resolves the issue. Upon ticket closure, a brief satisfaction survey is sent. BIM.PR.11 is invoked for matters involving vendor management.
Frequently Asked Questions
For urgent issues affecting service continuity, calling 444 6 458 ext. 8002 is the fastest channel. Opening a P1 priority ticket on DESK simultaneously will also accelerate the process. If a security breach is suspected, the BIM.PR.10 (Incident/Breach) procedure must additionally be invoked.
The DESK homepage includes a Knowledge Base section and a video library. Step-by-step Turkish guides are available for the most frequently consulted topics (password, eduroam, VPN, BBB, Office 365).
The monthly webinar takes place on the 3rd Thursday of each month at 14:00. The topic and registration link are announced one week in advance via corporate email and bim.hku.edu.tr.
Yes. Participation certificates are issued for security awareness, KVKK, and data management training sessions conducted within the QMS framework; certificate records are archived by HR and BIM.
Yes. After a request is submitted via DESK with the unit supervisor’s signature, the topic, number of participants, and format (on-site / online) are agreed upon and a suitable schedule is proposed. Vendor-supported sessions are conducted under BIM.PR.11.
Related Procedures and Instructions
- BIM.PR.10 — Information Security Incident / Breach Management
- BIM.PR.11 — Supplier and Service Provider Management
- BIM.TL.* — All User Instructions (downloadable via DESK)
- KYS.POL.03 — Protection of Personal Data (KVKK)
- KYS.POL.04 — Internet Access and Usage Policy
All QMS documents are published at kalite.hku.edu.tr.