Safe Harbors Support Center

Introduction

This SOP outlines the comprehensive process for provisioning new team members at WorldVia. It includes creating user accounts, setting up communication tools, provisioning devices, and granting access to necessary systems. For detailed steps on specific technologies, please refer to the linked sections.

Onboarding Workflow

A high-level overview of the onboarding process, including key tasks and responsible parties:

• Step 1: Create User Accounts
• Step 2: Provision Devices
• Step 4: Assign System Access
• Step 5: Final Review and Approval

Step 1: Create User Accounts

This step involves setting up the essential accounts needed for new employees to access company resources.

Office 365

• Step 1 - User Account Setup
• Step 2 - Adding User Authentication Options
• Step 3 - Adding Alternate Email Address
• Step 4 - Adding/Changing Manager
• Step 5 - Adding/Changing Groups
• Step 6 - Granting Access to Shared Mailboxes
• Step 7 - Granting Manager Access to User Mailbox (only when requested)

Freshworks (Desk, Caller & Sales)

• Step 1 - User Account Setup

HubSpot (Sales,Marketing)

• Step 1 - User Account Setup

Global Distribution Systems

• Sabre Red 360 - Creating Agent Logins (EPRs)
• Sabre Red 360 - Adding Agents to Groups
• Sabre Red 360 - Agent Sales Report
• WorldSpan - Creating Agent Logins (TBD)
• Galileo - Creating Agent Logins (TBD)
• Amadeus - Creating Agent Logins (TBD)

Step 2: Provision Devices

Provision and configure the necessary devices, including computers, phones, and any specialized hardware.

Laptops:

• Windows 11 Device Provisioning (Latitude 5540)

Phones:

• RingCentral Assign a Device to an Existing User
• Polycom VVX 500 Device Provisioning(Optional)
  • Today most staff members are fine using the softphone as the deskphone requires a direct internet connection. Only if the staff member prefers to use the deskphone is this step required.

Step 3: Ship Equipment to New Team Member

• WorldVia Onboarding - Purchasing Equipment
• WorldVia Onboarding - Shipping Equipment

Step 4: Submit Logins to User & Manager

1. Review the completed setup, confirm all configurations.
2. Advise the manager of the new user's email address and phone number (if applicable).
3. Send email to new employee of their logins using this template.
   1. Place the user's work email address and personal email address into the TO field (so they get the email).
   2. Place the manager's email address into the CC field.
   3. Attach our completed IT Welcome Letter to the email before sending.
      • Our IT Welcome Letter templates can be found here. 
      • Be sure to save as PDF before sending to the new user.
   4. Done! Close the ticket.

Appendices and References

• IT Support Contacts
• Additional Resources