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KEY RESULT AREAS – Technical Support Executive/ Sr. Technical Support Executive Performance Year Name
Phalguni Chatterjee
Counselee Code
IBT-1819
Function
SOFTWARE SOLUTIONS
Date of Joining
20-Jan-2010
Level
L1
Designation
Technical Support Executive
Counsellor(s)
Jagbandhu Singh
Reviewer(s)
Jagbandhu Singh
Review Period
Jan – June 2010
(To be jointly arrived at and signed off by the counselee and the counsellor)
K RA
MEASUREMENT CRITERIA
WTG %
COUNSELEE’S ASSESMENT
30%
Effic Efficien iently tly com commun munica icatin ting g with with the the customers for their issues as per the quality standards.
Project Name (s) Technical Support
•
•
•
Quality of communication with the customers Timely and accurate compilation of all the issues and problems faced by the users Timely and effective redressal of all the bugs/issues bugs/issues faced by the users
Based on the knowledge base, assiting the user to solve the issuse immediate basis Providing support to the users according to the SLA and transfering the call to the shift enginners, follow up them for successful completion of the user calls timely fashion and get the feedback from the users to improve the quality of support through email and telephonic.
Vendor Support
•
•
Client (Internal / External) Satisfaction
•
• •
Timely and effective interaction with the vendors ensuring quality of services from them Interacting with external vendors for technical support and warrantees
20%
Commu Communic nicate ated d with with the vendo vendorr in time for smooth running of services in the datacenter.
Accurate complication of all the issues and timely redressal of the same Adherence to response time standards Quality of solutions/services offered
20%
Identi Identifie fied d and and solv solved ed the the issue issue accureately and compiled as per the SLA, Maintained the qulaity standards whenever providing a solution to the client for their issue. Providing a services according to the SLA
COUNSELLOR’S ASSESSMENT
RATING
WTD RATING
Quality Processes-Compliance and Improvement
• •
•
Interpersonal Skills (Teamwork)
•
• •
•
•
•
Self Development
• •
Adherence to Schedule QMS compliance (maintenance of quality records etc) and improvements suggested Quality of documentation as per QMS standards
10%
Listening skills, comprehended and open communication Response to feedback Achievement of results through cooperation with other people Participation in teams Ability to work within cross
10%
Suggested the users to send a feedback of our resolution of the calls to improve the quality of service Feel free to co-operate with other people and assist them whenever they are facing issues in the environment (Up to my knowledge level) and vice vera. Got good feedback from the users and team members.
functional team Ability to build rapport with others
Initiative taken for self learning Extent of Self Development in the identified areas
Providing a support to the client as per the schedule and quality standards.
Having good rapport with the clients and team member.
10%
Initiated for Red Hat Linux certification program and extent my knowelege in CA tool,
If any other, plz specify
Overall Weighted Rating Recommendation for Confirmation (if applicable) Comments, if any
Signatures
Counselee Date
To be Confirmed / Not to be Confirmed (Please tick)
