IT Department Process 

1.  Company Credentials

- To provide new hires with company credentials, HR/Recruitment personnel must fill out the IT Onboarding Form.

2.  IT Orientation

a.    Company Credentials

b.    Technical Concerns

c.     Software Installations

d.    Hardware concerns

e.    No Internet Connection / Power Interruption

f.      IT Service Request (Jira Ticket)

g.    Computer Specifications Requirements

h.    Workplace/Workstation Reminders

3.    The IT Onboarding Checklist - new employees must sign an IT Onboarding checklist containing their company credentials, the Do's & Don'ts, and simple reminders during the IT Orientation. 

4.    Sending the MS Teams Contact of HR Department & Manager to the new hire.

1.      Request for Assistance

a.      All employees must fill out the IT Service Request Form for any IT assistance you need. Please submit all requests through the official form for prompt support.

b.      IT Service Request Form (Jira Ticket) - This form is the mandatory channel for requesting IT assistance. We encourage you to provide thorough details of your issue to ensure quick and efficient resolution. As much as possible attach screen shots.

c.   Requesting Upwork Tracker Setup: To request setup of your Upwork tracker, please use the IT Service Request Form. Navigate to Account Issues then select Upwork Login. You can access the form directly through this link: Upwork Login - Service Requests - Jira Service Management (kindly bookmark this for easy access). Please fill out the necessary details in the form to submit your request.

Note: Time Shift of the rep, kindly indicate it on Philippine time.

d.    Requesting Manual Hour Entry in Upwork: If you need to manually add hours to your Upwork time logs, please use this form (Request a Manual Add of Hour(s) - Service Requests - Jira Service Management) and fill out all required information. For the "Reason" section, provide a clear explanation for your request that you wish the client to understand. Ensure the reason given is valid and well-justified.  

e. Feedback appreciated: We value your feedback! Once your issue is resolved, please take a moment to rate the IT personnel's assistance and share any honest comments you may have. Your feedback helps us improve our services and continue delivering excellent support.

2. Update the IT Department immediately, especially with the following concerns:

    a.    Dialer Concerns

b.   Upwork Tracker

c.     Hardware Issues

d.    Tools Concern

3.  Daily Upwork Logs Extraction

- Each day, the IT team extracts work logs from Upwork. This data is then uploaded to Looker Studio. Account Managers and Operations Assistants receive daily updates regarding these logs. If there are any discrepancies in rep hours or unmatched hours in your records, please first check the reps daily work diary. For further clarification, Account Managers and Operations Assistants can reach out to the IT team.

4.  Remote Access

a.    When employees submit requests to the IT department for troubleshooting or software installation, IT personnel may request remote access to their desktops at the employee's earliest convenience.

b.    If an employee declines remote access, IT personnel will provide step-by-step instructions while screen sharing or call (skype or MS Teams). In such cases, the IT personnel will inform their manager, as the assistance may require additional time.

5.    Recommended Dialers

a.      Zoom Phone

·         $15/User/Month

·         With US & Canada local number

·         Unlimited Calls to US & Canada numbers

·         With call recordings

·         SMS (Requires 10DLC registration - registration will take 3-4 weeks)

b.   Dialpad

·         $27/user/month

·         Unlimited Calls to US & Canada

·         Automatic Recordings

·         SMS Campaign, the registration for 10Digit Long Code and campaign registration will take 2 3weeks of approval.

c.  Ring Central

d.    $35/user/month

e.    With US local number

f.     With automatic call recordings

g.    SMS (Requires 10DLC registration - registration with a one-time fee of $19 and will take 3-4 weeks)

6.    Subscription Request for Tools & Dialer

a.    Subscription Request should be at the same thread of the Campaign Endorsement.

- Keep all Subscription Requests within the same email thread as the Campaign Endorsement. This allows us to effectively track all the tools subscribed for a specific campaign, ensuring we can properly manage whether the costs are billable to the client or not.

b.    Kindly address the request to the approvers.

-  Sample:

                                             i. Please make sure that you mention the approvers for the request approval. 

(Hi Miss @Emma, Maam @Chary & Sir @Vince)

- To: edungog@virtualchamps.com, caparente@virtualchamps.com , vince@virtualchamps.com 

                                            ii.  Also, these department are carbon copied to the email.

 - CC: it-operations@virtualchamps.com , finance@virtualchamps.com

iii.  Please pay close attention to the email addresses you provide. Double-check your entries before hitting    send.

                                   iv. Content: Please include the reason & price—also the Pros & Cons of the tool.

v. The default billing term for subscriptions is monthly, unless a different term is specified in the service request.

One week before the expiration or renewal date, we will send you a notification email reminding you that your subscription is about to expire and outlining your options: you can renew the subscription at the current rate, upgrade to a different plan, or cancel the subscription altogether. Please ensure you respond to this email before the expiration date to confirm your preferred action.

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Email Format:

Hi Emma, Charry & Vince,

I would like to request a subscription for the following:

📦 Tool/Dialer Name: [Insert tool name – e.g., Zoom Phone, Apollo.io, Instantly.ai, etc.]

💰 Cost: [Insert amount per month/seat, e.g., $15/month per seat]

👥 Number of Users: [Insert number of users, e.g., 3 users]

🧑‍💻 Names of Users:

[Name 1]

[Name 2]

[Name 3]

🏢 Client Name: [Insert client name – e.g., Chris Grinstead]

📞 Campaign Name: [Insert campaign name – e.g., Grinstead Insurance Leads Campaign] 

📅 Billing Cycle: Monthly

🏷️ Charge To: [Select one: Client / VCG]

📝 Reason for Subscription: [State why this subscription is needed — e.g., “Required for outbound calling and tracking for XYZ campaign” or “Tool is essential for prospecting automation and lead engagement.”]

⚙️ Special Instructions:

[Include any setup or account details such as shared credentials, team access setup, workspace assignment, seat transfers, or renewal reminders — e.g., “Please assign seat under VCG general account,” “Add user under Client A’s workspace,” or “Ensure auto-renewal is turned off.”]

Please confirm once approved so we can proceed with the setup.

Thank you,

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c.    A maximum of 3 days for approval is to review the proposal & check for alternative tools with the best solution provider & cheaper.

d.    You will receive an email if the request is approved or if there's a suggested tool for you. 

e.    To ensure a smooth user experience, dialer setup is limited to a maximum of 3 days before deployment.

7.      Device Request

a.    For office equipment requests, please continue to use the Jira Form 

b.    Newly hired agents, independent contractors (ICs) or regular employees that are working from home, can borrow computer peripherals with their manager's approval, but only for a maximum of one week or within the campaign period.

Note: Send and email for this type of request. Address to the approvers (Maam Chary & Sir Vince)

c.    For offsite use, submit your request via the Jira Form at least 3 days before your scheduled offsite date.

8.      Borrowing and Returning Loaned Equipment:

a.    Before borrowing a device:

- All borrowers must complete and sign the Equipment Accountability Form. This form outlines the borrower's responsibilities for the loaned equipment, including proper care and usage.

b.    Upon returning the device:

i.  The borrower returns the equipment to the IT department.

ii.    IT personnel inspect the loaned equipment for any damage or missing parts.

c.    Completing the process:

-  Following the inspection, both the borrower and IT personnel sign the Return of Equipment Form. This form confirms the return of the equipment and its condition.

Benefits of the process:

This process helps ensure the accountability of loaned equipment and protects both the borrower and the company. It provides documentation of the equipment's condition throughout the loan period and helps prevent any misunderstandings or disputes.

1.      Upon receiving the Exit endorsement with the scheduled termination of credentials, we will process it immediately. The confirmation of this will be posted on the email thread of the said exit endorsement.

2.      For employees with loaned equipment, the IT Department will respond immediately to the same thread of the exit endorsement to notify other relevant departments and the Account Manager of the employee.

3.      If damages arise while the employee is using the equipment, as agreed upon in the equipment accountability agreement, the employee will either exchange it with a new one or pay a justifiable amount to be deducted from their salary.