IT Onboarding
IT Onboarding Guide
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Welcome

Complete all modules and pass the quiz to finish your IT onboarding. Your guide is personalised to your country.

What You'll Learn
🔒 Zscaler — secure internet access
📹 Zoom — video meetings
🔑 Okta — single sign-on
🎧 Service Desk — getting support
🎫 ServiceNow — raising tickets
📝 Knowledge assessment (pass: 70%)

Estimated time: 20–30 minutes. Navigate using the sidebar or the Next button.

Zscaler⏱ ~4 min

Zscaler is our cloud security platform — it keeps you protected on the internet wherever you are.

1

What is Zscaler?

Zscaler Internet Access (ZIA) acts as a secure gateway between your device and the internet. All web traffic is routed through its cloud, inspected for threats, and monitored for policy compliance — automatically, in the background.

💡 Key point: Zscaler activates automatically when you connect to the internet on your work device. No manual steps needed.
2

Checking Your Status

Look for the Zscaler icon in your system tray (Windows) or menu bar (Mac). Blue shield = protected. Red/grey = disconnected.

Zscaler Client Connector
🛡️
● Protected — ZIA Active
Gateway: ap-southeast-1.zscaler.net
3

If a Website is Blocked

You'll see a Zscaler block page. Here's what to do:

① Copy the full URL of the blocked page
② Log a ServiceNow request (covered in module 5)
③ Include your business justification
⚠️ Never use a personal VPN or hotspot to bypass Zscaler. This is a policy violation.

Zoom Meetings⏱ ~5 min

Zoom is our primary video conferencing platform for meetings across the APAC region.

1

Accessing Zoom

Open your Okta dashboard and click the Zoom tile. SSO handles login — no separate password needed. For best results, download the Zoom desktop app from zoom.us/download.

2

Scheduling a Meeting

① Open Zoom → click Schedule
② Set topic, date, time, and duration
③ Enable Waiting Room for external guests
④ Click Save — copy the invite link for email or calendar
🎙️ Best practice: Mute on entry. Use Reactions → Raise Hand before speaking in large meetings.
3

Key Features

🖥️ Screen ShareClick "Share Screen" — choose a window or full desktop.
💬 ChatShare links or notes without interrupting the speaker.
🔴 RecordingHosts only. Always get consent before recording.
🌏 Breakout RoomsSplit a large meeting into smaller groups.

Okta Single Sign-On⏱ ~5 min

One secure login to access all your approved company applications.

1

Logging In

Go to yourcompany.okta.com (your IT team will provide the exact URL). Enter your email and temporary password. You'll be prompted to set a new password on first login.

🔐 Password rules: Minimum 12 characters — uppercase, lowercase, number, and special character. Expires every 90 days.
2

Setting Up MFA (Mandatory)

On first login, Okta asks you to enrol in Multi-Factor Authentication. Use the Okta Verify app.

📱 Download Okta Verify from the App Store or Google Play
📷 Scan the QR code shown on screen
✅ Tap Approve on your phone to confirm
⚠️ If you receive an unexpected MFA prompt, do not approve it. Contact the Service Desk — your account may be compromised.
3

Your App Dashboard

Your Okta home screen shows all your approved apps as tiles. Click any to launch with automatic login.

🎧

IT Service Desk⏱ ~4 min

Your first point of contact for all technology issues.

1

When to Contact Us

💻 Hardware issues
🔒 Account locked
📶 Wi-Fi / VPN problems
📧 Email not working
🖨️ Printer setup
🛡️ Security incident
2

Contact Channels

📞

Phone

+61 2 8888 0100
Mon–Fri 8am–6pm AEST
📧

Email

[email protected]
Response within 4 hrs
🎫

ServiceNow

servicenow.mh-group.com
24/7 self-service
💬

Teams Chat

Search "IT Service Desk APAC"
Business hours
3

Priority Levels

P1 CriticalComplete outage affecting multiple users or a critical system
P2 HighYour device won't start or you can't access essential tools
P3 MediumDegraded performance or non-critical app issues
P4 LowGeneral questions, software requests, how-to guidance

ServiceNow⏱ ~6 min

Log incidents, submit requests, and track your IT tickets around the clock.

1

Accessing ServiceNow

Click the ServiceNow tile on your Okta dashboard, or go to servicenow.mh-group.com directly — SSO handles login.

2

Logging an Incident

Use for things that have broken — laptop won't start, can't access a system, email not sending.

① Click "Report an Incident"
② Select Category (Hardware / Software / Network)
③ Write a clear short description + detail
④ Set urgency, attach screenshots
⑤ Click Submit — you'll get a ticket number by email
📸 Pro tip: Always attach a screenshot. It speeds up resolution significantly.
3

Service Requests

Use for things you need — new software, printer setup, folder access. Go to the Service Catalogue, browse or search, fill in the form with a business justification, and submit. Your manager may be asked to approve.

4

Tracking Your Tickets

Click "My Requests" on the ServiceNow home page to see all your open and resolved tickets, add comments, or close resolved ones.

📝

Knowledge Assessment

Test your understanding of all five modules. You need 70% or higher to pass.

📋 11 Questions
🎯 Pass Mark: 70%
⏱ Est. Time: ~8 min
Correct
Incorrect
Minutes
IT Department · APAC Region
This is to certify that
Employee Name
Certificate of Completion
has successfully completed the IT Onboarding Programme, demonstrating knowledge of all required systems and tools including Zscaler, Zoom, Okta SSO, Service Desk, and ServiceNow.
Score: 85%
18 March 2026Date Completed
AustraliaRegion
IT DepartmentIT Department
💾 Progress saved