IT managed services · Service desk
New user setup for clients
Set up a client's new starter with the right access and a working device on their first day, without chasing details after a one-line email. The client's manager fills in everything through a shared link, and no account exists before an authorized request is approved.
- Duration: 3 to 5 working days before the start date
- How often: For every new starter at a client
- Steps: 8 steps
- AI agents: 1 AI agent
- Approvals: 1 approval
Free plan, no credit card needed.
What changes with this template
Without it
A new starter request arrives as one line in an email, and the technician has to chase the details.
Anyone at the client can ask for access to anything.
The laptop arrives on the first day without the user's apps.
The ticket is closed without knowing whether the new user could work.
With it
The hiring manager fills in role, access and equipment through one link.
Every request is checked against the client's authorized contacts before an account exists.
The device is prepared and tested with the user's account before the start date.
The client's manager confirms the first day through the shared link.
The template, step by step
Each step says who does it: someone on your team, an AI agent, or the client through a shared link. An approval keeps every later step locked until it is given.
- Done by your team
- Done by an AI agent
- Done by the client, through a shared link
Starts when
A client asks for a new user. The service desk technician starts a run with the client, the ticket number and the start date.
- 1
Log the request and send the shared link
On requestService desk technician · Team
Record the client, the ticket number and the start date, and send the hiring manager the shared link for the new starter's details.
Checklist
- Ticket number on the run
- Shared link sent to the hiring manager
Fields to fill in
- Client name (required)
- Ticket number (required)
- Start date (required)
- 2
Fill in the new starter's details
Day 1Client hiring manager · Shared link
Through the shared link, the hiring manager gives the new starter's name and role, the access they need and the equipment, ideally by naming a colleague with the same role.
Checklist
- Start date confirmed with HR
- Extra license cost understood
Fields to fill in
- Full name and job title (required)
- Access needed (apps, shared folders, groups) (required)
- Equipment needed (required)
- Colleague with the same access
- 3
Check the request
Day 1Request checker · AI agent
The request checker compares the request with the new user checklist, lists anything missing and flags sensitive access such as finance folders or admin rights.
Fields to fill in
- Missing details
- Sensitive access flagged
Checked by: The service desk lead checks the flagged items and approves the request in step 4.
- 4
Approve the access
Hidden from the shared linkDay 2Service desk lead · Team
Confirm the requester is an authorized contact, check the flagged access with them, and approve the request or mark the run blocked with the open question.
Checklist
- Requester is an authorized contact
- Flagged access confirmed with the requester
- License available or ordered
Approval: No account is created until the service desk lead approves the request.
- 5
Create the account and access
Hidden from the shared linkDay 2 to 3Service desk technician · Team
Create the account and mailbox, add the approved groups and shared folders, assign the license and prepare a safe first sign-in.
Checklist
- Account and mailbox created
- Approved groups and shared folders added
- License assigned
- First sign-in arranged without emailing a password
Fields to fill in
- Username (required)
- 6
Prepare and test the device
Before the start dateService desk technician · Team
Enroll the device in the RMM tool, install the security tools, updates and apps, and test it with the new account.
Checklist
- Device enrolled in the RMM tool
- Security tools and updates installed
- Apps installed
- Tested with the new account
Fields to fill in
- Device asset tag (required)
- Delivery or collection date (required)
- 7
Confirm the first day
First dayClient hiring manager · Shared link
Through the shared link, the hiring manager confirms the new user could sign in, has their device and can open what they need.
Fields to fill in
- Everything works (required)
- What does not work yet
- 8
Close the request
First weekService desk technician · Team
Fix anything the manager reported, update the client documentation and close the ticket.
Checklist
- Reported issues fixed
- User and device added to the client documentation
- Ticket closed in the ticketing system
Done when
The new user signed in on their first day with the approved access and a prepared device, the client's manager has confirmed it, and the ticket is closed.
Make it yours. Rename steps, change owners and add checklist items, fields or approvals. The template is a starting point for the way your team works.
The AI agents in this template
An agent only works on its own steps, and a person on your team checks what it did. Anything an agent writes to a connected app waits for approval unless you allow it.
Request checker
Checks each new user request for missing details and access that needs a second look.
What it does
- Reads the request filled in by the hiring manager on the run
- Compares it with the checklist and the sensitive-access list in its step instructions
- Records missing details and flagged access in its step
- Completes its step, so the approval can start
Checked by: The service desk lead checks the flagged items and approves the request in step 4.
Questions this template answers
Give the client's manager one link that asks for every detail you need, instead of accepting a one-line email. In step 2 the hiring manager fills in the role, access and equipment through the shared link, and step 3 checks the request for gaps.
Compare the requester with the client's list of authorized contacts before you create anything. Step 4 is an approval gate: no account is created until the service desk lead confirms the requester and approves the access.
The account and mailbox, groups and shared folders, the license, a safe first sign-in, and a device enrolled and tested with that account. Steps 5 and 6 carry those items as checklists, so no technician skips one.
Let AI read the request and point out what is missing or sensitive before a technician picks it up. In step 3 the request checker flags gaps and sensitive access, and in step 4 the service desk lead checks them before approving.
Prepare the device with the user's own account before the start date, and ask the manager to confirm on the first day. Step 6 tests the device with the new account, and in step 7 the hiring manager confirms through the shared link that everything works.
Do not send it by email; arrange a first sign-in where the user sets their own password and second sign-in factor. Step 5 has this on its checklist before the account is handed over.
Run this workflow in OKiDO
Set up the steps, owners and approvals once, then start a run for every new case.