Use this sample and step by step explanation to craft a meaningful employee performance feedback review for a support specialist. Find the right words with quality phrases.

A support specialist provides customers or end-users with resolutions for their technical problems in the network, software, and hardware issues as well as helping the users in configuring systems, analyzing needs, identifying, and solving usage problems. He/she guides the clients all the way through the solutions and provides clear communications whether written or verbal to the clients.

Duties associated with the position include solving complex technical problems by following set processes and workflows; consulting with customers on matters related to software systems and network administration in support of the company's products; recording, tracking and updating customer requests from the beginning until a resolution is found; coordinates installation or installs hardware and software, trains users and updates knowledge on present hardware and software solutions.

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.

Shows lack of confidence when it comes to delivering any talk.

Delivers the content in a dull manner and with less enthusiasm.

1

INNOVATION: Innovation is the process of translating new invention into a service that creates value or brings better solutions that meet the requirements.

Demonstrates confidence and poise when pursuing new and challenging tasks.

Encourages others to appreciate and use their skills and abilities in the right way.

2

SAFETY AT WORK: Safety is being protected from hurt or other non-desirable outcomes that may tend to overrule a situation and cause damages of different kinds.

Is afraid to report any suspicious or unusual behavior, with an employee, that could become a safety hazard

Does not provide the employees with tools and resources they need to stay safe in the workplace

1

COLLABORATING WITH OTHERS: Collaborating is willingly working with one another and cooperating in whatever task one is assigned without behaving poorly or having an attitude change that hurts others.

Is not clear when setting roles and responsibilities for the team thus team members end up getting confused on who is doing what

Does not understand the importance of setting goals or contributing solutions to problems

1

DEPENDABILITY: Dependability is the characteristic of being able to be counted on and relied upon by providing services that be trusted within a period.

Is highly regarded as dependable by both management and the team working together

Does not consider any dubious methods or less honorable plans or strategies to get work done

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.

Addresses issues in a professional, constructive way, and persuades others to approach issues in the same manner

Chooses arguments and considers what is worth arguing about and what is not, and gives up any urge to punish or seek revenge

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.

Is not trustworthy thus, is unable to win customers and other employees confidence

Gossips and spreads unfounded rumors thus, cuts down team members rather than building them

1

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

Makes assumptions about the person one is persuading and therefore is not able to reassess when new evidence emerges

Gets angry or upset when the person one is persuading refuses to buy one's idea or solution to a problem

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.

Blames others for own unfortunate decisions and actions rather than accepting responsibility for own behavior

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

1

ANALYTICAL SKILLS: Analytical Skills is the ability to collect and analyze information, solve problems and make decisions according to the policies and regulations of the business.

Demonstrates weak oral and written communication skills when sharing an analysis with others

Demonstrates little knowledge of working with numbers and figures and is often unable to interpret mathematical information

1

Self Evaluation

Self Evaluation Question

Employee Comments

PUBLIC SPEAKING:

How well do you prepare yourself before delivering a speech before an audience?

Do you listen to other speakers and what have you learned so far?

[employee comments]
INNOVATION:

What is the worst decision you had ever made when you were trying to solve a particular problem?

Describe the best and the worst decision you have ever made?

[employee comments]
SAFETY AT WORK:

Give an example of a time when an employee caused an accident due to neglecting safety procedures. How did you deal with him/her?

Can you describe a time when you missed an incident of serious negligence? What happened?

[employee comments]
COLLABORATING WITH OTHERS:

Can you give the best example of a time when you worked cooperatively as a team member to complete an important task?

Describe a time when you have had to work with a difficult team member. How did you handle it?

[employee comments]
DEPENDABILITY:

Do you give excuses instead of doing what is right?

Are you willing to work overtime if the task requires you to do so?

[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?

Why is it so important to build trust and rapport with colleagues? How do you develop the two in the workplace?

[employee comments]
CONSISTENCY AND RELIABILITY:

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

What has been your reaction to a colleague who regularly keeps on letting your team down?

[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?

What are some of the challenges you have faced when trying to persuade others and how have you overcome them?

[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

Describe a time when you have been able to overcome a significant problem on an important project. How did you go about it?

[employee comments]
ANALYTICAL SKILLS:

Can you describe a task you did that tested your analytical abilities?

How often do you encourage others to think outside the box when trying to solve a problem?

[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: