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Performance
review phrases technical skills
Help desk technicians utilize numerous skills to work with customers and
solve technical problems. An employee self-evaluation is a method of helping
your
help desk staff members
reflect on their performances in the different skill areas. The way you develop
and administer the help desk self-assessment determines how effective it is in
improving performance going forward.
Skills
Assessment
The help desk technician job description for your company provides a guide
for developing a relevant self-
evaluation
form. The evaluation should focus on the primary duties of the
help desk staff to get a better picture of how the technicians view their
abilities. Break down the skills in the job description into logical groups,
such as phone skills, customer interactions and technical knowledge. List the
specific skills under each category so you are able to create an organized
self-evaluation form.
Rankings
Ranking questions on the self-evaluation form ask the help desk employees to
rate their skills on a scale, which typically ranges from one to five. Some
scales go up to 10, but the wide range sometimes makes it more difficult for
employees to decide where they fall. An example of a ranking item is,
"Rate your proficiency in walking customers through the log-in
process." These types of questions work well for getting a general sense
of how well help desk technicians are equipped to perform certain job tasks.
Short
Answers
Your help desk technicians have a chance to expand on their evaluations
through short-answer questions. These items on the evaluation ask employees to
give specific examples of their skills, share opinions about the workplace, and
set goals for themselves. Sample questions include, "Describe a situation
when you dealt with a difficult customer" or "List the goals you have
for the next year to improve your skills as a help desk technician."
Use
A self-evaluation is typically given to the help desk employees as the
starting point of the evaluation process. The questions get the employees
thinking about their achievements since the last review. You are able to see
how the employees view their performances and the job itself. The manager or
supervisor usually completes a separate evaluation for a comprehensive review.
Use the self-evaluation as a way to identify areas your help desk employees
feel less confident in. For example, you might find the help desk employees
aren't comfortable providing assistance on a new software program because they
haven't had enough training on it.
Useful
materials related to performance review phrases technical skills
•
http://performanceappraisal123.com/11-methods-for-performance-review
•
http://performanceappraisal123.com/300-free-phrases-for-performance-review
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