New Laptop SOP

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SOP: Provisioning a New Laptop Due to Accidental Damage

1. Purpose

To outline the steps for IT staff to efficiently and consistently process the replacement of employee laptops that have been accidentally damaged.

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2. Scope

This SOP applies to all IT personnel responding to internal requests for laptop replacements as a result of accidental damage (e.g., drops, spills, or other unintentional incidents).

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3. Responsibilities

• IT Helpdesk: First point of contact, ticket logging, initial troubleshooting.
• IT Management: Approval (if required), inventory management.
• IT Technician: Asset recovery, imaging/setup, deployment, and documentation.

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4. Procedure

4.1 Incident Reporting

1. Employee notifies IT Helpdesk about the accident via designated channel (e.g., ticketing system or email).
2. IT Helpdesk logs a ticket, marking it as “Laptop Damage: Accident.”

4.2 Verification and Assessment

1. Helpdesk contacts the employee for:
   • Details of the incident (when, how, what happened)
   • Current status of the laptop (usable, partially working, completely non-functional)
2. If applicable, ask for photos of the damaged device.
3. Check warranty/insurance coverage for accidental damage.

4.3 Approval (if required)

1. Notify IT Manager (or follow internal approval workflow).
2. Obtain email or ticket-based approval for replacement if required by policy.

4.4 Asset Recovery

1. Arrange pickup or drop-off of the damaged device.
   • If necessary for forensic or insurance investigation, secure the device in a labeled, secure area.
2. Update asset management system to reflect device status (“Damaged—pending replacement”).

4.5 Device Preparation

1. Select and prepare a replacement laptop (match specs when possible).
2. Image and install all standard organizational software.
3. Restore user-specific data from last available backup if feasible (coordinate with user).

4.6 Deployment

1. Schedule handover/installation with the employee.
2. Provide basic orientation on any new or updated procedures or hardware differences.
3. Ask employee to confirm access and verify that all required resources are functional.

4.7 Documentation and Closeout

1. Update ticket with:
   • Description of actions taken
   • Replacement asset tag/serial number
   • Notes on data recovery
   • Confirmation from the employee
2. Mark ticket as resolved.
3. Archive or dispose of the damaged laptop according to company policy.

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5. Additional Notes

• Repeated incidents: Notify HR if suspicious patterns of accidents arise.
• Encourage users to follow preventive practices or training to minimize future accidents.
• Review and update this SOP annually or as required.

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