Use this sample and step by step explanation to craft a meaningful 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.

Talks in a speedy and at times slow manner that the audience does not grasp the content being delivered.

Seems always to force other people to buy into ideas and views.

1

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.

Has gained professional recognition fast due to the growth posted

Listens to the counsel of the management and coworkers and adjusts where there is need

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.

Fails to maintain a friendly attitude in times of work stress changing to a high tone and harsh voice

Always the bridge of conflicts among the coworkers fueling conflict on one side

1

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.

Humiliates staff members and makes others feel intimidated when working on company projects or tasks

Struggles to set goals that align with personal motivation and does not show interest in focusing on achieving performance goals

1

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.

Dedicates more of one's time to the completion of one's actual job duties in order to increase productivity

Is a team player; participates in brainstorming sessions and handles group projects and tasks with diligence

2

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

Gains power by undermining the position of the person one is trying to persuade making them feel less important during the meeting

Does not respect the other person's ideas or suggestions; regards own ideas as the best and does not care about what others have to say

1

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.

Avoids the hardest assignments instead of trying to complete them first so that the rest of the day is easy

Focuses own efforts on irrelevant tasks and fails to do what actually needs to be done

1

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.

Spends most of the work time either on focusing on areas that are not important or on doing meaningless tasks

Does not know how to anticipate problems thus panics when faced with challenges on the way to accomplishing own goals

1

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

Uses inflammatory language towards difficult customers and argues with objecting customers

Makes little efforts to redefine customer service processes to meet the ever-changing needs of customers

1

Self Evaluation

Self Evaluation Question

Employee Comments

PUBLIC SPEAKING:

Give an instance you delivered a speech and how do you feel you performed

Do you normally talk about all your intended points and how do you manage your time on stage.

[employee comments]
PERSONAL GROWTH:

Do you accept positive criticism and work on the areas that need change?

Would you like to see your career grow as the company does?

[employee comments]
WORK ATTITUDE:

Are you focused on doing a thorough work on all tasks assigned without any complaint?

How do you handle workplace stress and work related pressures?

[employee comments]
EMOTIONAL INTELLIGENCE:

Describe a time when you received feedback on your performance, and you had to disagree with it. How did you handle the situation?

Have you ever had a dispute with a colleague or client? What steps did you take to deal with the situation?

[employee comments]
ATTENTION TO DETAIL:

Describe a time when you were confused by a client's request. What process did you use to clarify things?

Are there times you have had difficult experiences working with details at work? How did you go about that?

[employee comments]
CONSISTENCY AND RELIABILITY:

Can you provide a specific example that best illustrates your ability to be counted on?

Describe a time your workday ended before completing a task. Did you end up finishing the task? How did you do it?

[employee comments]
PERSUADING OTHERS:

Is there a time when you have had to persuade a group of managers to accept your proposal or idea? How did you go about it?

In your opinion, which is the best time to persuade others? Explain your answer

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

How do you know when your behavior is about to get out of track and how do you regulate it? Describe a time when this happened

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

[employee comments]
USING COMMON SENSE:

Describe a time when you have had an argument with your boss because you had not done something that required common sense. What was it and how did you defend yourself?

When is the last time you apologized to a colleague? What had you done and why did you feel the need to do this?

[employee comments]
CUSTOMER SERVICE:

How do you respond to customers who make unrealistic demands?

What efforts are you making to redefine customer service processes to meet the ever-changing needs of customers?

[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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