KRA Form- Technical Support Executive-Phalguni

KEY RESULT AREAS – Technical Support Executive/ Sr.Technical Support Executive Performance Year Name Date of Joining Counsellor(s) Phalguni Chatterjee 20-Jan-2010 Jagbandhu Singh Counselee Code Level Reviewer(s) IBT-1819 L1 Jagbandhu Singh Function Designation Review Period SOFTWARE SOLUTIONS Technical Support Executive Jan – June 2010 (To be jointly arrived at and signed off by the counselee and the counsellor) KRA Project Name (s) Technical Support • • • MEASUREMENT CRITERIA WTG % 30% COUNSELEE’S ASSESMENT Efficiently communicating with the customers for their issues as per the quality standards. 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. COUNSELLOR’S ASSESSMENT RATING WTD RATING 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 faced by the users Vendor Support • • Timely and effective interaction with the vendors ensuring quality of services from them Interacting with external vendors for technical support and warrantees Accurate complication of all the issues and timely redressal of the same Adherence to response time standards Quality of solutions/services offered 20% Communicated with the vendor in time for smooth running of services in the datacenter. Client (Internal / External) Satisfaction • • • 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 Having good rapport with the clients and team member. comprehended and open communication Response to feedback Achievement of results through cooperation with other people Participation in teams Ability to work within cross 10% Prepared the documents for technical 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. plz specify Overall Weighted Rating Recommendation for Confirmation (if applicable) Comments. if any To be Confirmed / Not to be Confirmed (Please tick) Signatures Counselee Date Counsellor Date Reviewer Date . functional team Ability to build rapport with others Initiative taken for self learning Extent of Self Development in the identified areas 10% Self Development • • Initiated for Red Hat Linux certification program and extent my knowelege in CA tool. Suggested the users to send a feedback of our resolution of the calls to improve the quality of service Interpersonal Skills (Teamwork) • • • • • • Listening skills. Got good feedback from the users and team members.Quality Processes-Compliance and Improvement • • • Adherence to Schedule QMS compliance (maintenance of quality records etc) and improvements suggested Quality of documentation as per QMS standards 10% Providing a support to the client as per the schedule and quality standards. If any other.