Use this step by step explanation to craft a good employee performance feedback review for a help desk analyst. Find the right words with quality phrases.

A help desk analyst uses remote communication to provide technical and customer support to the end-user or client by analyzing and resolving problems in installation, implementation, maintenance, and documentation of various hardware and software technologies. He/she also provides training to end-users.

Other than providing the remote support, other duties include installing new software and hardware; taking inquiries from customers; opening and closing support tickets; follow-up with clients to ensure the problem has been resolved; diagnose the problem and provide the best solution; identify and arrange tickets based on priority and service ; log all support activity as well as appropriately distribute tickets to other technicians , engineers and the relevant support teams.

Employee Performance Review Sample

Employee's Name: Title:
Review Period: __/__/__ to __/__/__ Employee SSN:
Work Location: Supervisor's Name:

Instructions

  1. Rating: Rate the employee against the core skills based on how well he/she demonstrates each skill. Give scores 1, 2, or 3 for each rating depending on the employee's performance.
  2. Comments: Use this area to give examples of employee's performance phrases. The phrases should describe how well an employee has performed on previously set goals based on the given core skill.
  3. Summary: Use this section to give a summary of the employee's strengths and areas for improvement or development. Recommend a step increase for an employee who has met the expectations and performance improvement plans for one who doesn't meet expectations.
  4. Human Resources Review: Human resources manager must examine and indicate whether he/she concurs with the evaluation and comments. If the manager agrees, then he/she must sign the evaluation form. If he/she doesn't concur, then he/she must provide reasons explaining why this is so.
  5. Signatures: Sign the evaluation form and give it to the employee to go through and answer the Self Evaluation Questions. Ask him/her to sign and date the evaluation form before giving it back to the human resources for filing.

Rating Meaning

The employee fails to perform the most important aspects of the job satisfactorily. Requires close guidance to carry out routine jobs. He/she needs significant improvement in all areas. Meetings should be held between the employee and the supervisor to discuss performance deficiencies.

1

Employee routinely meets and exceeds expectations in all areas of responsibility. Produces high-quality work that at times exceeds expectations. Consistently meets the most critical annual goals. Occasionally produces timely and accurate results.

2

The employee consistently and significantly exceeds the communicated expectations by producing exceptionally high-quality work. He/she demonstrates exceptional knowledge of his/her duties and is highly recognized by others as an authority in his/her area of work.

3

Supervisor's Feedback

Skill

Comments

Rating

PUBLIC SPEAKING: Public Speaking though closely related to presenting differs in that it is the process of performing a speech before a live audience with the purpose of informing, persuading or entertaining.

Tries to improve on a daily basis on how to perfect the art of public speaking.

Has a good knowledge of understanding and speaking a wide array of languages.

2

PERSONAL GROWTH: Personal Growth is the improvement of one's awareness, identity, developing talents and potential to facilitate the growth of oneself and the position they handle at the workplace.

Ability to lead others in setting personal goals that all result in accomplishing the company goals

Takes work very seriously and gives no excuse to be absent

2

WORK ATTITUDE: Work Attitude is one's feelings towards and beliefs about one's job and their behavior that can tell how it feels to be there.

Certain about capability to get any job done and done well

Always willing to jump in and help with any situation without necessarily being asked

2

EMOTIONAL INTELLIGENCE: Emotional Intelligence is the capability to identify your emotions, understand what they are telling me and realize how the feelings are affecting you and the people around you.

Avoids power struggles and backstabbing and is able to build rapport and trust quickly with other employees

Is less defensive and more open to feedback especially when it involves areas of improvement

3

ATTENTION TO DETAIL: Attention to Detail is the capacity to achieve a thoroughness and accuracy when accomplishing a task.

Takes time to research and analyze the strengths and weaknesses of competing companies

Plays focus enhancing games that help sharpen one's memory and problem-solving skills

2

CONSISTENCY AND RELIABILITY: Consistency and Reliability are the ability to be trusted to do what you do best all the time with or without supervision and without failure to produce results.

Reschedules deadlines and appointments well in advance, but goes out of one's way to meet those deadlines and answer to appointments

Checks one's work to make sure that all the essential details have been considered before handing in

2

PERSUADING OTHERS: Persuading others is making sure your best ideas get a fair hearing without manipulating others or using trickery.

Is able to invoke a sense of urgency in order to get a person to act at the moment

Gets to know the individual that one is hoping to persuade first, in order to create a bond and make the persuasion process easier

2

SELF-DISCIPLINE AND SENSE OF DUTY: Self-Discipline and Sense of Duty is an active effort which helps in developing set ways for your thoughts, actions, and habits empowering your to stick to your decisions.

Pays attention to own mistakes in order to learn new ways to deal with them if they happen again in the future

Looks at the personal obstacles that one has overcome in the past in order to step out and stand up to do the right thing

2

USING COMMON SENSE: Using Common Sense is the ability to see what is missing in a situation or a project and supplying it without necessarily being assigned or asked to do it.

Avoids talking when one knows that what they are thinking or want to say may be taken the wrong way or get one in trouble

Surrounds oneself with people who always seem to use common sense in order to improve own common sense skills

2

CUSTOMER SERVICE: Customer Service is the ability to cater for the needs of the client by providing excellent customer service without compromise.

Seeks assistance when handling customers with special needs and works well with most customers

Understands what most customers are experiencing and is able to meet most of their needs

2

Self Evaluation

Self Evaluation Question

Employee Comments

PUBLIC SPEAKING:

What will you consider your worst performed speech and how did the audience rate it?

Give an example you delivered a long speech and how did you rate your audience regarding their participation?

[employee comments]
PERSONAL GROWTH:

Do you consider the requirements carefully before handling any task?

Do you find it hard to work with the management in certain areas?

[employee comments]
WORK ATTITUDE:

Are you quick to congratulate coworkers who are doing their level best?

Are you always armed with the right attitude no matter the situation?

[employee comments]
EMOTIONAL INTELLIGENCE:

Can you think of a time when you said or did something that had a positive impact on a colleague or client? What was it?

Which is one of the most stressful situations you have had? How did you resolve the situation?

[employee comments]
ATTENTION TO DETAIL:

Is there a time you identified an error that had been overlooked by a colleague? What did you do to fix it?

What tools/techniques do you use to check your work? Why do you use these tools/techniques?

[employee comments]
CONSISTENCY AND RELIABILITY:

Describe a time when you took responsibility for an error and were held personally accountable. What happened?

Can you describe a time when personal issues pulled you away from work? How did you handle it?

[employee comments]
PERSUADING OTHERS:

What are some of the things that you have done to improve your ability to persuade others?

Can you describe a time when you have had to convince a difficult colleague to accept your idea?

[employee comments]
SELF-DISCIPLINE AND SENSE OF DUTY:

What are some of the challenges that you have faced when trying to accomplish your goals? Give specific examples

What would your boss or team members say about your behavior at work?

[employee comments]
USING COMMON SENSE:

When is the last time you failed in a project because you did not use common sense? How did you rise up?

How do you avoid making the most common mistakes at work like being late or missing deadlines?

[employee comments]
CUSTOMER SERVICE:

How do you respond to customers who make unrealistic demands?

Are there any instances where you delayed responding to a customer and did you give any explanations for the delay?

[employee comments]

Summary

Sections 1-4: To be completed by the supervisor

Section 5: To be completed by the employee

1. Exceeds Job Related Expectations

2. Areas to improve

3. Goals completed since last performance feedback

4. Goals for next period

5. Employee comments

Signatures

I acknowledge that I discussed this performance feedback with my supervisor. My signature does not mean that I agree or disagree with this appraisal.
Employee: Date:
Supervisor: Date:
Human Resources: Date:

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