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    Digicon Technologies Limited: Confidential When Filled

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    Sisir Karmaker
    Promit Das, a Support Engineer, received a performance evaluation for the period of January 21, 2020 to January 21, 2021. He was rated on key result areas like system support, network support, communication, documentation, and training. For system support, he achieved average handling times within 10 minutes, first call resolution of 5%, and over 95% accuracy in escalations. For network support, he responded to calls within 10 minutes and repaired systems and networks within 90 minutes of failures. He also met targets for communication, documentation, and training. Overall he received a score of 100 out of 100 for his performance during the review period.

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    Digicon Technologies Limited: Confidential When Filled

    Uploaded by

    Sisir Karmaker
    59 views3 pages
    Promit Das, a Support Engineer, received a performance evaluation for the period of January 21, 2020 to January 21, 2021. He was rated on key result areas like system support, network support, communication, documentation, and training. For system support, he achieved average handling times within 10 minutes, first call resolution of 5%, and over 95% accuracy in escalations. For network support, he responded to calls within 10 minutes and repaired systems and networks within 90 minutes of failures. He also met targets for communication, documentation, and training. Overall he received a score of 100 out of 100 for his performance during the review period.

    Original Title

    KPI for Promit Das

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    Promit Das, a Support Engineer, received a performance evaluation for the period of January 21, 2020 to January 21, 2021. He was rated on key result areas like system support, network support, communication, documentation, and training. For system support, he achieved average handling times within 10 minutes, first call resolution of 5%, and over 95% accuracy in escalations. For network support, he responded to calls within 10 minutes and repaired systems and networks within 90 minutes of failures. He also met targets for communication, documentation, and training. Overall he received a score of 100 out of 100 for his performance during the review period.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    59 views3 pages

    Digicon Technologies Limited: Confidential When Filled

    Uploaded by

    Sisir Karmaker
    Promit Das, a Support Engineer, received a performance evaluation for the period of January 21, 2020 to January 21, 2021. He was rated on key result areas like system support, network support, communication, documentation, and training. For system support, he achieved average handling times within 10 minutes, first call resolution of 5%, and over 95% accuracy in escalations. For network support, he responded to calls within 10 minutes and repaired systems and networks within 90 minutes of failures. He also met targets for communication, documentation, and training. Overall he received a score of 100 out of 100 for his performance during the review period.

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    © All Rights Reserved
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    of 3

    PERFORMANCE EVALUATION FORM

    CONFIDENTIAL WHENFILLED
    DIGICON TECHNOLOGIES LIMITED
    ANNUAL PERFORMANCE APPRAISAL-2020

    NAME : Promit Das ID # 8993


    DESIGNATION : DATE OF JOINING : REVIEW PERIOD:
    Support Engineer 10-03-2019 FROM-21 Jan 2020 TO-21 Jan
    2021
    UNIT/DEPARTMENT : REPORTING TO :
    Information Technology Sisir Karmaker

    Sl. KEY RESULT AREAS KPI / TARGET Achievements SCORE Self SUPERVISOR/HoD’s
    No. (KRAs) SCALE Score SCORE
    System Support & a. Average Handling Time (AHT)
    Configuration should be Maximum 10 minutes.
    a. Complaints b. Targeted First Call Resolution
    Received & (FCR) 5% of total Call Handled.
    response. c. Minimum 95% accuracy in
    1 b. Average escalation of support requests to 40
    Handling Time relevant area.
    (AHT) d. Minimum 95% Follow-up of active
    c. First Call tickets within next 12 Hrs of ticket
    Resolution creation.
    (FCR)
    a. 99% average within 10 minutes
    responses on Call / Monitoring
    Alarm.
    1st Level System & b. Average amount of time 90
    2 Network Support. Minutes to repair the system 30
    after a failure occurred.
    c. Average amount of time 90
    Minutes to repair the Network
    after a failure or outage occurred.
    a. 100% Customer/Owners feedback
    post any System or Network
    Effective support.
    3 Communication b. 100% Preparation of the RC/RCA 10
    Report within 30 Minutes of issue
    identification.
    c. 30% Proactive Action plan in RCA.
    Prepare system & network outage
    Documentation report, Morning checklist, Shift
    4 Handover report, Assist IT-Planning 10
    team to prepare asset inventory
    report.
    Training & attending Minimum 1 Training or 1 workshop
    5 workshops 10
    relevant to job role.
    Total 100

    Comments of Emplyee: Comments of Line Manager:


    PERFORMANCE EVALUATION FORM

    __________________________ _________________________
    Signature of Employee Signature of Line Manager

    Note: Please recommend Increment amount in the Line Manager’s/ HOD comment space.

    KPI for Network Engineer:

    Sl. No. KEY RESULT AREAS (KRAs) KPI / TARGET SCORE


    SCALE
    PERFORMANCE EVALUATION FORM

    System Support & Configuration e. Average Handling Time (AHT) should be Maximum 10
    d. Complaints Received & minutes.
    response. f. Targeted First Call Resolution (FCR) 5% of total Call
    e. Average Handling Time (AHT) Handled.
    1 f. First Call Resolution (FCR) g. Minimum 95% accuracy in escalation of support 40
    requests to relevant area.
    h. Minimum 95% Follow-up of active tickets within next 12
    Hrs of ticket creation.

    d. 99% average within 10 minutes responses on Call /


    Monitoring Alarm.
    e. Average amount of time 90 Minutes to repair the
    1st Level System & Network Support. system after a failure occurred.
    2 30
    f. Average amount of time 90 Minutes to repair the
    Network after a failure or outage occurred.

    d. 100% Customer/Owners feedback post any System or


    Network support.
    Effective Communication e. 100% Preparation of the RC/RCA Report within 30
    3 10
    Minutes of issue identification.
    f. 30% Proactive Action plan in RCA.

    Prepare system & network outage report, Morning


    checklist, Shift Handover report, Assist IT-Planning team to
    4 Documentation prepare asset inventory report. 10

    5 Training & attending workshops Minimum 1 Training or 1 workshop relevant to job role. 10

    Total 100

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