Hey everyone! I'm trying to figure out the best practices for offboarding customers in the IT support department. Is there an automated system in place to notify customers about the offboarding process, or do you simply send them an email to return their equipment and complete any necessary steps? I'd love to hear how others manage this!
6 Answers
If I understand correctly, it sounds like you need to develop an offboarding process for your team. Depending on the company, some of these processes can be automated while others remain manual. It might be helpful to gather ideas from your team or look into what others have successfully implemented.
Just to clarify, are you looking to offboard entire client infrastructures or individual staff members? It definitely changes the approach!
Offboarding typically falls under HR's responsibilities. However, we face issues where HR doesn't inform us when someone is leaving, resulting in us being notified long after they've gone. Sometimes we only learn about it when a new hire comes in and needs immediate setup, which can disrupt our entire process. It's frustrating because management doesn’t seem to prioritize following offboarding policies.
That sounds really challenging! We have a process where HR guides the offboarding, but coordinating with IT seems to be an ongoing challenge.
An HRIS can be key in automating the offboarding process by generating tickets for IT support. The main focus should be on terminating access, archiving important data, and reclaiming any licenses associated with the departing employee.
Yeah, there's a big difference. The strategies would vary significantly between handling full client offboarding versus just individuals leaving a company.
We utilize MS Flow (or whatever it's called now). It manages the approval process within Teams. Once HR submits a request, they approve it, and then we, in IT, revoke access. Afterwards, it goes back to accounting to stop payments. It’s worked out pretty well for us.
Yeah, that's exactly why we're here—trying to compile effective processes from those who have been through it before!