PROC-HR-ONB-001: User Onboarding

User Onboarding

Document ID: PROC-HR-ONB-001
Version: 1.0
Date: 28/09/2025
Author: Ante Crvelin
Audience: HR, IT Operations, Service Desk, Line Managers
Scope: Defines the standard process for creating and configuring user accounts and access when a new employee joins Makita Australia.

1. Purpose

To ensure all new employees are provisioned with the correct IT accounts, access, and equipment in a secure and consistent manner.

2. Scope

In Scope:
- Active Directory account creation.
- Email, AS400/PowerMaster, HRIS, phone system setup.
- Laptop, phone, and access card provisioning.
Out of Scope:
- Payroll onboarding (handled by HR/Finance).
- Non-Makita vendor systems are not managed internally.

3. Roles & Responsibilities

HR:
- Submit onboarding request to IT via Service Desk.
- Provide start date, role, department, and manager details.
Service Desk:
- Create accounts, assign licenses, and deliver initial access.
- Prepare starter equipment.
IT Operations:
- Configure specialist access (AS400/PowerMaster).
- Confirm security groups and permissions.
Line Manager:
- Approve access requests and collect hardware for handover.

4. Prerequisites

HR onboarding form completed and approved.
Service Desk ticket raised at least 5 business days before the start date.
Hardware allocation (laptop, phone, accessories) is prepared.

5. Procedure Steps

Step 1 – Receive Request

HR raises a Service Desk ticket with the user's details.
The ticket includes the following information: Name, Start Date, Department, Role, Manager, and Required Access.

Step 2 – Create AD & Email Accounts

Create a new Active Directory account or copy an existing account if requested.
Apply appropriate OU and group memberships.
Create an email account and assign the correct license (Business Standard / Premium).

Step 3 – Configure Systems Access

Active Directory
- If requested, copy an existing user account in the same department/role.
- Adjust security group memberships and permissions as required.
- Verify license assignment (Business Standard / Premium).
AS400 / PowerMaster
- Create a new profile, or if the role is identical, duplicate an existing user profile.
- Ensure the new user ID is unique.
- Update menu roles and reset password.
HRIS
- Create a login and assign it to the department.
Other Systems
- FreshService, phone system, ERP, etc. as required.

Step 4 – Provision Hardware

Imagine a laptop with a corporate build.
Configure Intune policies, AV, and required apps.
Issue mobile phone (if applicable).
Assign an access card for physical building entry.

Step 5 – Manager Sign-Off

The Line Manager collects equipment and ensures that staff receive credentials.
Confirm the employee can log in successfully on Day 1.

6. Controls & Compliance

Approval: All onboarding requests must originate from the HR department.
Audit: A Service Desk ticket is closed only when the manager confirms that access is working.
Security: Passwords must be initialised and changed on first login.

7. Risks & Escalation

Risk: Late HR notification → no access on start date.
Risk: Incorrect group assignment → over-permissioning.
Escalation: Service Desk → IT Operations → Head of IT.