Service Desk New Joiner Onboarding & Training
STANDARD OPERATING PROCEDURE (SOP)
Service Desk New Joiner Onboarding & Training Knowledge Base
1.Purpose
This document defines a structured, standardized, and professional onboarding and training framework for all new Service Desk team members. It ensures consistency, operational readiness, and the ability to independently manage live tickets in alignment with Service Desk standards.
2. Scope
This SOP applies to all Service Desk new joiners, Service Desk Leads, and Managers. It covers onboarding preparation, system access, tool training, functional training, reporting, and go-live readiness.
3. Roles and Responsibilities
Service Desk Lead:
- Execute and manage onboarding and training activities
- Provide walkthroughs of tools, workflows, and processes
- Supervise live ticket handling during the training phase
- Validate readiness for independent ticket handling
New Joiner:
- Attend all assigned training sessions
- Review Knowledge Base (KB) articles and SOP documentation
- Handle tickets under supervision until go-live approval
Manager:
- Review onboarding progress and readiness
- Support access provisioning and training requirements
4. Pre-Onboarding Activities
- Corporate Email Creation: Coordinate with Ira and share the new joiner’s contact number and personal email ID to facilitate corporate email creation.
- Slack Access: Add the new joiner to Slack and include them in all required Service Desk and support channels.
- HubSpot Access: Provision HubSpot access through an admin user and ensure mirror access aligned with an existing Service Desk user.
- Ticketing Tools Access: Provide editable access to all manually maintained trackers and documentation.
5. Day 1 onboarding Session
Slack overview and communication standards: Conduct a screen-sharing walkthrough to explain Slack navigation, channel usage, and communication etiquette.
HubSpot Navigation and Ticket Intake: Provide a detailed walkthrough of HubSpot, covering ticket views, navigation, and intake process.
- Access HubSpot using the corporate Gmail account only.
- Open Tickets: Services > Help Desk
- All Tickets: CRM > Tickets
Service Desk Workflow Overview: Explain email notifications, ticket creation alerts, and required actions upon ticket receipt.
6. Tools & System Training (Day 1–3)
HubSpot Ticket Handling:
- Understand whether tickets are system-generated or user-created.
- Change the ticket pipeline to Triage.
- Update ticket status to Investigation.
- Review error codes and analyze whether the issue is hardware or software (refer to KB articles).
- Identify the correct assignment group and assign the ticket accordingly.
- Manually update company details and internal notes.
- Document justification for ticket assignment within ticket notes.
Follow-Up Management:
- Monitor email and Slack channels for updates and responses.
- Reporting:
- Generate and download reports from HubSpot.
- Knowledge Base Review:
- Review and walk through all error codes documented in the KB to understand issue classification and resolution approach.
7. Functional Training (Day 3–7)
Shadowing Live Tickets:
- Observe live ticket handling and confirm understanding of end-to-end processes.
Supervised Ticket Handling:
- Perform ticket updates under screen-share supervision by the Lead or Manager.
- Update at least five live tickets independently under supervision.
Reporting & Documentation:
- Generate and download reports.
- Update Service Desk trackers accurately with all required data.
8. Additional Systems Training
Xonar Overview:
- Review Service Desk responsibilities and supporting documentation shared by Mahesh.
- Understand role-based responsibilities as per designation.
9. Daily Reporting
Incident Status Reporting:
- Prepare and share daily incident status updates.
- Ensure correct documentation format and completeness of data.
10. End-of-Week Review
Access Validation:
- Verify HubSpot access, Slack channel memberships, and reporting document access.
Training Gap Identification:
- Identify any additional training needs and provide required refreshers.
11. Go-Live Confirmation
Independent Ticket Handling Approval:
- Approve go-live once the new joiner successfully handles a minimum of five live tickets under supervision
Support & Escalation:
- Encourage proactive communication and seeking assistance whenever required.
12. Continuous Improvement
Monthly KB Assessments:
- Conduct monthly assessments on error code knowledge to ensure continued proficiency.
SOP & Process Updates:
- Communicate and train new joiners on any updates to SOPs or KB articles.