The Challenge
When I joined as an IT summer student in July 2025, IT requests were arriving through a mix of paper forms and Teams messages. There was no consistent request path, approval trail or centralized view of onboarding, offboarding, equipment and access needs. This made work harder to track and increased the risk of missed steps.
My Role
I raised the process and security gaps with management, then took the initiative to build an internal SharePoint IT help desk and request hub. I designed forms and lists around the way employees and managers actually needed to work, rather than simply digitizing a paper form.
Approach & Implementation
- Created a centralized IT help desk intake point for employee support requests.
- Built an IT resource request process for software, hardware, folders and SharePoint access, with manager approval before fulfillment.
- Introduced digital physical-access request forms for office sites.
- Connected onboarding and offboarding workflows with HR so account, device and access steps could be coordinated.
- Standardized the request information captured so the IT team could work from a clearer, more consistent queue.
Business Impact
- Established a consistent entry point for common IT requests.
- Improved visibility into approvals and the status of access or equipment requests.
- Created a more repeatable employee lifecycle process across the supported organizations.
- Helped shift IT operations from ad-hoc messages toward documented, auditable workflows.
Outcome & Lessons
This was one of the foundational improvements that helped expand the internal IT function beyond reactive Level 1 support into broader systems, network and operational responsibilities.