Computer Help Desk Specialist Onboarding Checklist

Computer Help Desk Specialist Onboarding Process

Are you looking for help setting up a staff orientation process so that when your new Computer Help Desk Specialist starts their role, they can learn about their responsibilities and your company as quickly as possible? Whether you’re keen to use buddy onboarding, want to automate your Technology onboarding experience or just need an onboarding checklist for your new Computer Help Desk Specialist, you’re in the right place. We’ve put together a sample Computer Help Desk Specialist onboarding checklist below and have created onboarding templates & resources to help.

Computer Help Desk Specialist Onboarding Checklist

1. Introduction to company policies and procedures: The new Computer Help Desk Specialist should be provided with a comprehensive overview of the company’s policies and procedures. This includes information on acceptable use of technology, data security protocols, and customer service guidelines. The Human Resources department typically handles this task.

2. Familiarization with company infrastructure: The new specialist should be given a tour of the company’s physical infrastructure, including the location of the help desk, server rooms, and other relevant areas. This task is usually performed by a member of the IT department or a designated supervisor.

3. Introduction to the help desk software: Since the specialist will be using help desk software to manage and track customer requests, they should receive training on how to use the software effectively. This training is typically conducted by a senior help desk specialist or a member of the IT department.

4. Understanding the ticketing system: The specialist should be familiarized with the ticketing system used by the company to log and track customer issues. They should learn how to create, update, and close tickets, as well as how to prioritize and escalate them when necessary. This training is usually provided by a senior help desk specialist or a designated supervisor.

5. Learning the company’s product or service offerings: To effectively assist customers, the specialist should have a good understanding of the company’s products or services. They should receive training on the features, functionalities, and troubleshooting techniques related to the company’s offerings. This training is typically conducted by a subject matter expert or a member of the product development team.

6. Shadowing experienced help desk specialists: The new specialist should have the opportunity to shadow experienced help desk specialists to observe how they handle customer inquiries, troubleshoot technical issues, and provide excellent customer service. This task is usually coordinated by a designated supervisor or a senior help desk specialist.

7. Familiarization with internal knowledge base and documentation: The specialist should be introduced to the company’s internal knowledge base and documentation, which contains troubleshooting guides, FAQs, and other resources to assist in resolving customer issues. They should learn how to navigate and utilize these resources effectively. This task is typically performed by a member of the IT department or a designated supervisor.

8. Training on remote support tools: Since the specialist may need to provide remote assistance to customers, they should receive training on the remote support tools used by the company. This includes learning how to access and control remote devices securely. The training is usually conducted by a member of the IT department or a designated supervisor.

9. Understanding the escalation process: The specialist should be familiarized with the escalation process for complex or unresolved customer issues. They should learn who to contact and how to escalate issues effectively to ensure timely resolution. This training is typically provided by a senior help desk specialist or a designated supervisor.

10. Introduction to company culture and values: To foster a sense of belonging and alignment with the company, the new specialist should be introduced to the company’s culture, values, and mission. This can be done through orientation sessions, team-building activities, or company-wide events. The Human Resources department or a designated supervisor usually handles this task.

11. Compliance training: The specialist should receive training on relevant compliance regulations and industry standards, such as data privacy laws or IT security protocols. This training ensures that the specialist understands their responsibilities and adheres to legal and ethical guidelines. The Human Resources department or a designated compliance officer typically handles this task.

12. Performance expectations and goal setting: The specialist should have a clear understanding of their performance expectations and goals. This includes metrics they will be evaluated on, such as response time, customer satisfaction ratings, or ticket resolution rates. A designated supervisor or the help desk manager usually communicates this information.

13. Introduction to team members and stakeholders: The new specialist should be introduced to their team members, as well as key stakeholders they may interact with regularly, such as other IT teams, managers, or department heads. This introduction can be facilitated by a designated supervisor or the help desk manager.

14. Ongoing training and professional development opportunities: To enhance their skills and stay up-to-date with industry trends, the specialist should be informed about ongoing training and professional development opportunities. This can include workshops, conferences, online courses, or certifications. The Human Resources department or a designated supervisor typically provides this information.

15. Performance feedback and evaluation process: The specialist should be informed about the performance feedback and evaluation process, including how often evaluations occur, who conducts them, and what criteria are used. This ensures transparency and helps the specialist understand how their performance will be assessed. The Human Resources department or a designated supervisor usually handles this task

Setting Up Your Employee Onboarding Process

From reading through the items in the example Computer Help Desk Specialist checklist above, you’ll now have an idea of how you can apply best practices to getting your new Computer Help Desk Specialist up to speed and working well in your Technology team. Scroll up to see the link to our onboarding templates & resources or get in touch to discuss getting help setting up your systems and processes in this area.