This document outlines performance standards and review procedures for technicians working at an Enterprise Service Desk. It defines key performance metrics like first call resolution, customer satisfaction, ticket quality, and phone efficiency. Technicians are evaluated monthly based on these categories, with scores between 1-4 that contribute to annual reviews. The roles of technicians, leads, and managers are specified in conducting routine status reports, evaluations, coaching, and recognition of high performance.

1. Enterprise Service Desk
Serving BSEE, BOEM, and ONRR
Performance Quality Review
Standard Operating Procedure
Version 2.0
October 30, 2013
Prepared by
Enterprise IT Core Services

2. Performance Quality Review EITCS Standard Procedure
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Table of Contents
1 Introduction............................................................................................................................. 2
1.1 Audience ......................................................................................................................... 2
1.2 Purpose............................................................................................................................ 2
1.3 Scope............................................................................................................................... 2
1.4 Acronyms........................................................................................................................ 2
1.5 Requirements .................................................................................................................. 3
1.6 References....................................................................................................................... 3
2 Roles and Responsibilities...................................................................................................... 4
3 Job Performance Expectations .............................................................................................. 5
3.2 Expectations and Measures............................................................................................. 5
3.2.1 First Call Resolution (FCR)........................................................................................ 5
3.2.2 Customer Satisfaction Rating (CSR)........................................................................... 6
3.2.3 Ticket Quality (TQ) ..................................................................................................... 7
3.2.4 Phone Efficiency (PE)................................................................................................. 8
3.2.5 Known Error Knowledge Articles............................................................................... 9
Appendix A Appendix Document Control ........................................................................... 10

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1 Introduction
Guidelines have been established to give Service Desk Technicians a better
understanding of job performance expectations and measurements of those expectations.
It also provides the Leads with instructions to deliver constructive evaluation of the
technical job performance.
1.1 Audience
Service Desk Technicians, Service Desk Team Lead, Service Desk Technical Lead
1.2 Purpose
The objective is to provide the Service Desk Technician with a clear course of action by
defining technical areas that will be measured, how grading will be conducted and offer a
platform for open conversation about job development and acknowledgement of good
performance.
1.3 Scope
The Service Desk Technician will manage personal day-to-day operations and submit a
weekly status report. The Service Desk Team Lead and Technical Lead will monitor the
quality of the technician’s work in order to provide tactical guidance and training. On a
monthly basis, the Service Desk Team Lead will conduct one-on-one meetings with each
Service Desk Technician to discuss the Scorecard evaluation as a way to provide
instruction, coaching and recognition. The Scorecard will contribute to each Service Desk
Technician’s annual performance review.
1.4 Acronyms
The following table defines the acronyms used in this document.
Acronym Definition
BSEE Bureau of Safety and Environmental Enforcement
CSR Customer Satisfaction Rating
EITCS Enterprise IT Core Services, the current contract providing IT support to BSEE and its entities.
FCR First Call Resolution, a Service Level Agreement requirement of the contract.
KB Knowledge Base, a module within ServiceNow (current ticketing application).
SDT Service Desk Technician
PE Phone Efficiency
SLA Service Level Agreement
TQ Ticket Quality
ESD Enterprise Service Desk, the first point of contact for reporting issues and requesting service.

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1.5 Requirements
Enterprise First Call Resolution SLA Report
The Service Desk Team Lead and Technical Lead will need the roles defined in ServiceNow in order to run
the report necessary for select portions of the Scorecard pertaining to First Call Resolution.
Enterprise Service Desk Survey Results – Team
The Service Desk Team Lead and Technical Lead will need to roles defined in ServiceNow in order to run
the report necessary for select portions of the Scorecard pertaining to Customer Satisfaction.
Service Desk Weekly Status Report - Technician
This Status Report template is completed by individual Service Desk Technicians on a weekly basis and
sent to both the Service Desk Team Lead and Technical Lead for review. The template is located in the
ServiceNow KB.
Performance Quality Scorecard
This Scorecard is an Excel spreadsheet containing multiple tabs,each with its own rating. The total for all
tabs is combined into an overall quality score. The form is located in the ServiceNow KB.
1.6 References
FINAL – EITCS – MMS SLA v12 (3) 1003017.doc
This document may be used to reference the SLA standards forthe Service Desk team.
Path:
EITCS eRoom > Program Management > SLAs > FINAL – EITCS – MMS SLA v12 (3) 1003017.doc

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2 Roles and Responsibilities
This section defines the roles and responsibilities for each member of the ESD.
Role Responsibility
Service Desk Technician  Monitors personal job performance on a day-to-day basis using the defined expectations in
this document.
 Submits status report to ESD Technical Lead and Team Lead on a weekly basis for content
review.
Service Desk Technical Lead  Monitors job performance of the Service Desk Technicians as directed by the Team Lead.
 Reviews status reports from Service Desk Technicians on a weekly basis to provide tactical
guidance and training as needed.
Service Desk Team Lead
(manager)
 Communicates job performance expectations in a clear, concise manner.
 Monitors job performance of the Service Desk Technicians in cooperation with the
Technical Lead.
 Provides coaching and guidance to Service Desk Technician to promote professional
growth and encourage continuous improvement.
Service Desk
Team Lead
Service Desk
Technician
Service Desk
Technician
Service Desk
Technician
Service Desk
Technical Lead

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3 Job Performance Expectations
The following describes a list of 5 primary job performance expectations (see Exhibit 3-
1). Included will be the principle method for measuring each area and scoring definitions
for each category. The Service Desk Technician is expected to conform to these
guidelines and will be graded on the quality of their performance. The score for each
technician will be aggregated monthly and discussed during that individual’s one-on-one
meeting with the Service Desk Team Lead. The final scores from the Scorecard will
contribute to each Service Desk Technician’s annual performance review.
3.1.1.1 Overall Scores
The following table outlines the definitions for overall scoring.
Score Definition
4 – Excellent ≥ 4
3 – Good 3-3.9
2 – Marginal 2-2.9
1 – Unacceptable 0-1.9
3.2 Expectationsand Measures
3.2.1 First Call Resolution (FCR)
FCR is a Service Level Agreement (SLA) between ESD and BSEE and defined by tickets
created from phone calls received for select Categories or Subcategories/Items (see 1.6
References). Quality FCR is important for creating customer loyalty and improving
satisfaction, resulting in a reduced number of repeat calls for unanswered questions or
assistance not received initially.

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3.2.1.1 Job Performance Expectation
The Service Desk Technician is expected to maintain a score of 70 percent or better
for individual FCR. Percentages are added by the Service Desk Technician to their
weekly status report for review by the ESD Team Lead and Technical Lead.
3.2.1.2 Measurement Method
FCR is measured utilizing the Enterprise First Call Resolution SLA report from the
ServiceNow ticketing system. The report is always run after the first day of the
current month, using “Last Month” for selection criteria.
3.2.1.3 Scoring
This table explains the scoring parameters for this section. The overall score will be
added to the Technician’s Scorecard which will be presented during the technician’s
monthly one-on-one meeting with the Team Lead.
Score Definition
4 – Excellent ≥ 88%
3 – Good 70-87%
2 – Marginal 50-69%
1 – Unacceptable < 50%
3.2.2 Customer Satisfaction Rating (CSR)
A high level of satisfaction is a key element to success for any customer facing support or
service organization. It helps to create and maintain customer loyalty resulting in repeat
calls for new issues which ultimately secures the future of the contract.
3.2.2.1 Job Performance Expectation
The Service Desk Technician is expected to maintain a score of 85 percent for
“Satisfied/Very Satisfied” (combined) or better. Percentages are added by the Service
Desk Technician to their weekly status report for review by the ESD Team Lead and
Technical Lead.

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3.2.2.2 Measurement Method
CSR is measured using the Enterprise Service Desk Survey Results - Team report
from the ServiceNow ticketing system. The report is always run after the first day of
the current month, using “Last Month” for selection criteria.
3.2.2.3 Scoring
This table explains the scoring parameters for this section. The overall score will be
added to the Technician’s Scorecard which will be presented during the technician’s
monthly one-on-one meeting with the Team Lead.
Score Definition
4 – Excellent ≥ 92%
3 – Good 85-91%
2 – Marginal 75-84%
1 – Unacceptable < 75%
3.2.3 Ticket Quality (TQ)
The ServiceNow application is the current ticketing system for ESD and is the primary
tool for communication between ESD and other support teams. It is critical that thorough
documentation (i.e. categorization, a clear description of the issue or service request,
proper & timely escalation, etc.) occur on every ticket processed by the Service Desk
Technician.
3.2.3.1 Job Performance Expectation
The Service Desk Technician is expected to ensure every ticket is coded correctly
(e.g., Impact, Urgency, Category/Subcategory/Item, Criticality) and includes a
clear/concise description of the issue or service request, steps taken to perform
discovery, diagnosis, testing, and treatment, and that escalation occurs in a timely
manner when warranted. The technician is expected to maintain a rating of 79 percent
or better for TQ.

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3.2.3.2 Measurement Method
The Technical Lead will randomly select ten (10) tickets for the technician being
evaluated. The tickets will be reviewed for proper coding, thorough documentation,
and timely escalation if applicable. The Technical Lead will use the Ticket Quality
Feedback Form to document the results in the Quality Performance Scorecard.
3.2.3.3 Scoring
This table explains the scoring parameters for this section. The overall score will be
added to the Technician’s Scorecard which will be presented during the technician’s
monthly one-on-one meeting with the Team Lead.
Score Definition
4 – Excellent ≥ 88%
3 – Good 79-87%
2 – Marginal 70-78%
1 – Unacceptable < 70%
3.2.4 Phone Efficiency (PE)
Achieving maximum productivity with minimum time or wasted effort is the definition of
efficiency. Learning to engage the customer by asking open-ended questions, actively
listening to their responses and adjusting communication to the customer’s level of
technical understanding is an effective means of applying useful phone efficiency.
3.2.4.1 Job Performance Expectation
The Service Desk Technician is expected to answer calls using the proper identifiable
greeting, verify customer information, apply basic troubleshooting steps if applicable
and provide feedback and instruction in a clear and understandable manner. The
technician is expected to maintain a rating of 84 percent or better for PE.
3.2.4.2 Measurement Method
The Team Lead or Technical Lead will randomly monitor phone calls on a weekly
basis, selecting a single call for evaluation. The call selected is based on the amount
of customer interaction involved (i.e. a password reset requires the least amount of
interaction and therefore is not reasonable to be used as a means of evaluation). The
results will be documented using the Phone Efficiency Feedback Form in the
Quality Performance Scorecard.
3.2.4.3 Scoring
This table explains the scoring parameters for this section. The overall score will be
added to the Technician’s Scorecard which will be presented during the technician’s
monthly one-on-one meeting with the Team Lead.

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Score Definition
4 – Excellent ≥ 92%
3 – Good 84-91%
2 – Marginal 76-83%
1 – Unacceptable < 76%
3.2.5 Known Error Knowledge Articles
The Knowledge Base is used by the ESD primarily for known errors and their solutions.
Because the information is right at hand, within the ServiceNow ticketing system, it is a
valuable tool which can be utilized to achieve a more effective level of FCR.
3.2.5.1 Job Performance Expectation
The Service Desk Technician is expected to create or update a minimum of one (1)
quality KB article per month. Quality is defined as having the proper Symptom,
Cause, and step-by-step Resolution. The article must be relevant to existing
supported services and contain current information. It must also be written in a way
that any level technician can use the information to assist customers in finding
solutions. The technician is expected to maintain a rating of 80 percent or better for
FLS quality.
3.2.5.2 Measurement Method
A list of the entries worked by the Service Desk Technician is added their weekly
status report before submitting to the Team Lead and Technical Lead for review. If
multiple articles are submitted, a single entry will be chosen and evaluated for
quality.
3.2.5.3 Scoring
This table explains the scoring parameters for this section. The overall score will be
added to the Technician’s Scorecard which will be presented during the technician’s
monthly one-on-one meeting with the Team Lead.
Score Definition
4 – Excellent ≥ 90%
3 – Good 80-89%
2 – Marginal 70-79%
1 – Unacceptable < 70%

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Appendix A Example FCR Report

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Appendix B Example CSR (Survey) Report

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Appendix C Example KB Article for Known Error

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Appendix D Appendix Document Control
Document Title:
Performance Quality Review
Document Owner:
Elizabeth Prunk
Peer Reviewers:
Lawrence Abeyta
Chris Charette
Approvers:
Charles Johnson
Affected Teams:
Enterprise Service Desk
Version Information:
Version Change Description Publication Date By
1.0 Initial publication July 1, 2011 Elizabeth Prunk
2.0 Technical Review – updated to incorporate current
ticketing system, ServiceNow, so several sections
were modified.
October 30, 2013 Elizabeth Prunk