How Can We Streamline Onboarding to Reduce IT Support Tickets?

Make sure to get feedback on the hiring and onboarding process from existing staff. If people are asking a lot of questions, consider having them required to attend an induction day. Oftentimes, setups may seem easy for IT but not so much for new users. Design processes that allow users to understand and access everything easily.

One thing that works is pairing new hires with a buddy in their team, who can provide them with specific application documentation. We also focus on automating and standardizing the access procedures for various roles, so common applications can use single sign-on (SSO) to reduce complications right off the bat.

Years back, I established an internal wiki where we document frequent requests. If something comes up often, it gets documented. It's now being used by other departments too!

I set up a New Starter guide on our intranet, and we've assigned onboarding buddies to help guide new employees through the systems.

Creating an accessible FAQ database can be a game changer. Staff should be trained to know this database inside out, so when someone asks a question, they can direct them there instead of replying directly. We even integrated an AI tool to ensure users get the right answers quickly.

Documentation and self-help pages are essential. Engaging department managers to take ownership in onboarding can also help. It's not just an IT problem; other staff should be equipped to answer common questions, saving IT support for when there are genuine access issues.