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)

KRA MEASUREMENT CRITERIA WTG COUNSELEE’S COUNSELLOR’S RATING WTD

% ASSESMENT ASSESSMENT RATING
Project Name (s)
Technical Support • Quality of communication with the 30% Efficiently communicating with the
customers customers for their issues as per the
• Timely and accurate compilation of all the quality standards.
issues and problems faced by the users
• Timely and effective redressal of all the Based on the knowledge base,
bugs/issues faced by the users 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 • Timely and effective interaction with the 20%
vendors ensuring quality of services from
them
• Interacting with external vendors for
technical support and warrantees
Communicated with the vendor in
time for smooth running of services
in the datacenter.

Client (Internal / External)
Satisfaction
• Accurate complication of all the issues
and timely redressal of the same
• Adherence to response time standards
• Quality of solutions/services offered
20% Identified and solved the 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
Quality Processes-Compliance • Adherence to Schedule
and Improvement • QMS compliance (maintenance of quality
records etc) and improvements suggested
• Quality of documentation as per QMS
standards
Interpersonal Skills • Listening skills, comprehended and open
(Teamwork) communication
• Response to feedback
• Achievement of results through
cooperation with other people
• Participation in teams
• Ability to work within cross
functional team
• Ability to build rapport with
others
Self Development • Initiative taken for self learning
• Extent of Self Development in the
identified areas
If any other, plz specify
Overall Weighted Rating
Recommendation for Confirmation (if applicable)
Comments, if any
Signatures Counselee
Date
10% Providing a support to the client as
per the schedule and quality
standards.
Suggested the users to send a
feedback of our resolution of the
calls to improve the quality of
service
Prepared the documents for technical
10% 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.
Having good rapport with the clients
and team member.
10% Initiated for Red Hat Linux
certification program and extent my
knowelege in CA tool,
To be Confirmed / Not to be Confirmed (Please tick)
Counsellor Reviewer
Date Date