Purpose
A user account gives a new employee secure access to the systems needed for their role. The aim of this work instruction is to create accounts quickly, consistently, and with the minimum access rights necessary.
Prerequisites
| Type | Requirement |
|---|
| Access | Administrator rights in the user directory and the ticket system |
| Information | Approved onboarding request with name, start date, department, and role |
| Tools | Ticket system, user directory, role and access matrix, device checklist |
Safety and Warnings
- Grant only the access that is required for the role (least privilege)
- Never send the username and password through the same channel
- Privileged access always requires approval from the Head of IT
Work instruction
| Responsible |
Step |
Procedure |
Needed tools |
|---|
| IT Manager |
Receive request |
Check that the ticket is complete and approved by the line manager and HR |
Ticket system |
| IT Manager |
Create account |
Create the account according to the naming convention and set the start date |
User directory |
| IT Manager |
Assign access rights |
Assign groups, licenses, and mailing lists based on the role and access matrix; request approval for any additional rights |
User directory, Access matrix |
| IT Manager |
Prepare devices |
Set up the laptop and accessories, and record them in the asset register |
Device checklist, Asset register |
| IT Manager |
Set up authentication |
Enable multi-factor authentication and send the initial password to the employee separately from the username |
User directory |
| Head of IT |
Approve privileged access |
Approve any administrator or privileged access requested for the role |
Ticket system |
| IT Manager |
Document and close |
Record all actions in the ticket, confirm with the line manager, and close the ticket |
Ticket system |
Expected Result
The user can log in on the start date, has access to all systems required for the role and no more, multi-factor authentication is active, devices are recorded in the asset register, and the ticket is closed.
Troubleshooting
| Problem | Possible cause | Solution |
|---|
| User cannot log in | Wrong password or account not yet active | Check the start date and account status and reset the password |
| User cannot access a system | Missing group membership or license | Check the access matrix and assign the missing group or license |
| No license available | All licenses are in use | Free up an unused license or request additional licenses from the Head of IT |
