IT managed services · People
New technician onboarding
Bring a new technician up to speed without handing them the keys to every client on day one. They start with limited access, a buddy and the playbooks, their first tickets are reviewed, and admin access to client systems waits for the service desk manager's approval.
- Duration: 4 to 6 weeks
- How often: For every new technician
- Steps: 9 steps
- AI agents: 1 AI agent
- Approvals: 1 approval
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What changes with this template
Without it
New technicians get the same admin access as everyone else on day one.
Shadowing means sitting next to whoever is free.
Nobody can say when the new technician is ready to work alone.
Each new hire learns the playbooks by asking around.
With it
Admin access to client systems waits for the service desk manager's approval.
A named buddy works through a list of what to show, and notes the gaps.
An AI agent summarizes the checklists and notes, and the manager decides.
Every new technician reads the same playbooks in week 1.
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
Starts when
A new technician accepts the offer. The service desk manager starts a run with their name, the start date and their buddy.
- 1
Prepare accounts and the first two weeks
Before day 1Service desk manager · Team
Create accounts in the ticketing system, the RMM tool and the documentation system with limited access, prepare the laptop and plan the first two weeks with the buddy.
Checklist
- Ticketing system account created
- Read-only access to the RMM tool
- Laptop prepared and encrypted
- Buddy briefed
Fields to fill in
- Technician name (required)
- Start date (required)
- Buddy (required)
- 2
Complete the security basics
Day 1New technician · Team
Sign the confidentiality agreement, complete the security training and set up the password manager and multi-factor sign-in before touching client data.
Checklist
- Confidentiality agreement signed
- Security training completed
- Password manager and multi-factor sign-in set up
- Client data handling rules read
Fields to fill in
- Security training completed on (required)
- 3
Learn the playbooks and the main clients
Week 1New technician · Team
Read the escalation and change playbooks and the documentation of the clients you will support most, and note your questions for the buddy.
Checklist
- Incident and escalation playbook read
- Change approval rules read
- Main clients' documentation read
Fields to fill in
- Questions for the buddy
- 4
Shadow the buddy on live tickets
Weeks 1 to 2Senior technician · Team
Let the new technician watch you handle calls, tickets, an escalation and a change, and note what went well and what still needs work.
Checklist
- Calls and tickets observed
- An escalation observed
- A change request observed
Fields to fill in
- Tickets shadowed (required)
- Strengths and gaps (required)
- 5
Handle first tickets under review
Weeks 2 to 4New technician · Team
Handle real tickets yourself, with the buddy reviewing each one before it is closed, and escalate the way the playbook says.
Checklist
- Every ticket reviewed before closing
- Time logged on every ticket
- Escalations made by the playbook
Fields to fill in
- Tickets handled (required)
- Link to the reviewed tickets
- 6
Summarize readiness
Week 4Readiness summary writer · AI agent
The readiness summary writer pulls the checklists and notes from steps 2 to 5 into a short summary: what is done, the gaps the buddy noted and open questions.
Fields to fill in
- Draft readiness summary (required)
Checked by: The service desk manager checks the summary with the buddy before deciding in step 7.
- 7
Approve independent work and access
Week 4Service desk manager · Team
Check the summary with the buddy, decide whether the technician works alone, and decide which client systems they get admin access to.
Checklist
- Summary matches the buddy's view
- Security basics complete
- Access level decided per client
Fields to fill in
- Decision (required)
- Access approved per client (required)
Approval: The access step stays locked until the service desk manager approves independent work.
- 8
Grant the approved access
Week 4Service desk manager · Team
Grant exactly the access approved in step 7 and record it in the access register.
Checklist
- Access granted as approved
- Access register updated
Fields to fill in
- Access granted on (required)
- 9
Hold the 30-day review
Day 30Service desk manager · Team
Review the first month with the technician and the buddy, and set goals for the next two months.
Checklist
- Feedback from the buddy discussed
- Goals for the next two months set
Fields to fill in
- Progress so far (required)
- Goals for the next two months (required)
Done when
The technician works tickets on their own with approved access to client systems, the access is recorded, and the 30-day review has set their goals.
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.
Readiness summary writer
Pulls the onboarding checklists and the buddy's notes into one readiness summary.
What it does
- Reads the checklists and notes recorded in steps 2 to 5
- Lists what is done, the gaps the buddy noted and open questions
- Writes the draft summary into its step
- Completes its step, so the manager can review it
Checked by: The service desk manager checks the summary with the buddy before deciding in step 7.
Questions this template answers
Give them limited access, the playbooks and a buddy, and widen their access only after their first tickets have been reviewed. Steps 1 to 9 follow that order, from read-only accounts to the 30-day review.
Only after they have shown on supervised tickets that they follow your playbooks. Step 7 is an approval gate: the access step stays locked until the service desk manager approves independent work.
Give the buddy a list of what the new technician must see, and ask for notes on the gaps. Step 4 carries that checklist and records the senior technician's notes for the review in step 7.
Let them handle real tickets while a senior technician reviews each one before it is closed. Step 5 records the tickets handled and a link to the reviewed list, so the decision in step 7 rests on real work.
Let AI pull the checklists and the buddy's notes into one summary, and keep the access decision with a manager. In step 6 the readiness summary writer drafts it, and in step 7 the service desk manager checks it before deciding.
A signed confidentiality agreement, security training, a password manager and multi-factor sign-in, before they see any client data. Step 2 holds those items as a checklist on day 1.
Run this workflow in OKiDO
Set up the steps, owners and approvals once, then start a run for every new case.