It User Support Technician Performance Review Template

It User Support Technician Performance Review Example

Are you looking for help setting up a performance review checklist so that when you have your HR review meeting with your It User Support Technician, you can ensure you’re covering all the best practice areas? In the outline below, we give an outline of each section of the performance review template with tips, including employee information, performance summary, KPAs for your It User Support Technician, goal achievement, strengths and accomplishments, areas for improvement, performance review comments, a development plan and more.

Employee Information

Basic details such as name, job title (It User Support Technician), department, review period, and reviewer’s name. This sets the context and ensures accurate documentation.

Performance Summary

In the Performance Summary section for an IT User Support Technician, the review should encapsulate the technician’s effectiveness in resolving technical issues, their responsiveness to user inquiries, and their ability to maintain high customer satisfaction. It should highlight their proficiency in troubleshooting, their adaptability to new technologies, and their contribution to improving support processes. The summary should also reflect on their collaboration with team members and other departments, showcasing their role in enhancing overall IT service delivery. Additionally, it should acknowledge any professional development undertaken, such as certifications or training, that has enhanced their skill set. Overall, the summary should provide a balanced view of the technician’s strengths and areas for improvement, emphasizing their impact on the organization’s technology operations and user experience.

Key Performance Areas (KPAs)

In a performance review for an IT User Support Technician, the Key Performance Areas should encompass several critical aspects. Technical Skills are paramount, assessing the technician’s ability to troubleshoot and resolve hardware and software issues efficiently. Productivity and Efficiency should evaluate how effectively the technician manages their time and handles support tickets, ensuring minimal downtime for users. Collaboration and Communication are essential, as the technician must work closely with team members and communicate solutions clearly to non-technical users. Quality of Work should focus on the accuracy and thoroughness of the support provided, ensuring that issues are resolved correctly the first time. These KPAs collectively provide a comprehensive evaluation of the technician’s role-specific competencies, aligning their performance with the organization’s goals and user satisfaction.

Goal Achievement

In the Goal Achievement section of a performance review for an IT User Support Technician, it is crucial to assess the progress made toward previously established objectives, such as resolving user issues efficiently, maintaining system uptime, and enhancing user satisfaction. This evaluation should consider the technician’s ability to troubleshoot and resolve technical problems, their responsiveness to user requests, and their contribution to team goals. It is important to highlight areas where the technician has excelled, such as implementing effective solutions or improving response times, as well as areas needing improvement, like communication skills or technical knowledge. This section should also identify any additional support or resources required to help the technician meet their goals, ensuring they are well-equipped to handle future challenges and continue contributing effectively to the team and organization.

Strengths and Accomplishments

In the Strengths and Accomplishments section of a performance review for an IT User Support Technician, it is important to highlight their technical proficiency in troubleshooting and resolving user issues efficiently, which ensures minimal downtime and enhances user satisfaction. Their ability to communicate complex technical information in an understandable manner to non-technical users is a key strength that fosters effective support and user empowerment. Notable achievements may include successfully implementing a new ticketing system that improved response times, receiving positive feedback from users for exceptional service, or completing certifications that enhance their technical expertise. Recognizing these accomplishments not only validates their contributions but also encourages continued professional growth and dedication to providing high-quality support, ultimately boosting their motivation and job satisfaction.

Areas for Improvement

In the Areas for Improvement section of a performance review for an IT User Support Technician, it is important to focus on enhancing both technical and interpersonal skills. Constructive feedback might address the need for deeper knowledge of emerging technologies or software updates to ensure efficient problem-solving. Additionally, improving communication skills can be beneficial, particularly in explaining technical issues to non-technical users. For instance, providing clearer instructions or more patient customer interactions could enhance user satisfaction. Encouraging the technician to take initiative in identifying recurring issues and proposing solutions can also foster professional growth. By highlighting these areas with specific examples, the review can guide the technician towards targeted development, ultimately benefiting both their career and the organization.

Development Plan and Goals for the Next Period

In the Development Plan and Goals for the Next Period section of a performance review for an IT User Support Technician, it is essential to outline goals that enhance both technical skills and customer service capabilities. The plan should include objectives such as completing certifications in relevant technologies, like CompTIA A+ or ITIL, to deepen technical expertise. Additionally, setting SMART goals to improve response times and customer satisfaction scores can align with organizational objectives. Encouraging participation in mentorship programs can also foster professional growth and knowledge sharing. Furthermore, the plan should incorporate training on emerging technologies to ensure the technician remains current in the rapidly evolving tech landscape. By focusing on these areas, the technician can enhance their performance and contribute more effectively to the team’s success.

Rating Scale

A rating scale (e.g., 1-5 or “Needs Improvement” to “Exceeds Expectations”) standardizes feedback and makes performance levels more understandable.

Employee Comments

A space for your It User Support Technician employee to share their thoughts, feedback, or concerns about their review. This encourages dialogue and helps employees feel engaged in the process.

Signatures and Date

Signatures from both the It User Support Technician employee and reviewer indicate that the review was discussed and agreed upon, making it official and fostering accountability.

Building your It User Support Technician Performance Review template

From reading through the items in the example It User Support Technician checklist template above, you’ll now have an idea of how you can apply best practices to running It User Support Technician performance review meetings. Need help getting started? Scroll up to get a template that will save you hours of time.