Free template · Software
Performance review template for an it support specialist
A ready-to-use, section-by-section template with the competencies that matter for an it support specialist, role-specific example phrases, and a guard against the stock filler that makes most reviews read as generic. Copy the structure, fill in your evidence, or skip the writing entirely with Crestento.
The template
Four sections, in this order. Length should match the evidence you have — a thin section is honest; an invented paragraph is not.
Summary
One or two paragraphs setting the context: what was expected of it support specialist this period, and your overall verdict. Lead with the headline.
Example phrasing
“Closed 1,820 tickets at 96% within SLA, FCR rate of 74% against a team target of 65%, authored eight knowledge-base articles that deflected an estimated 30% of recurring laptop-setup tickets, and built the MDM enrolment runbook now used for new-hire setup.”
Strengths
The behaviours and outcomes that made the work happen. Anchor in evidence: tickets closed per period, first-contact resolution (FCR) rate, average time to resolution.
- Evidence for: ticket-handling volume and SLA adherence.
- Evidence for: first-contact resolution on common issues.
- Evidence for: device / endpoint management (laptops, phones, MDM).
- Evidence for: identity and access management (SSO, provisioning).
Areas for Growth
Forward-looking development edges. Frame as opportunities, not deficiencies. Specific behaviours to develop, not generic it support specialist criticism.
- One pattern observed across the period.
- One specific behaviour to develop.
- One concrete next step.
Goals for the Next Period
Two or three concrete goals. Each should name a specific behaviour change, a measurable target, and a deadline. Avoid vague aspirations.
Competencies to evaluate
The 7 competencies a strong it support specialist review structures around, in priority order. Use these as the spine of the Strengths and Areas for Growth sections.
- ticket-handling volume and SLA adherence
- first-contact resolution on common issues
- device / endpoint management (laptops, phones, MDM)
- identity and access management (SSO, provisioning)
- knowledge-base contributions
- user-experience empathy
- escalation calibration to senior IT / security
Before you write
IT support sits at the intersection of technical competence and user empathy. Strong specialists know the systems well enough to actually solve problems (not just escalate them) AND can explain technical decisions to non-technical users without making them feel dumb. Weak specialists either lack the technical depth (everything escalates) or the empathy (users dread asking for help).
Evidence to gather
Strong reviews for an it support specialist cite evidence of these shapes. Only use a specific value (a percentage, a count, a dollar amount) if you actually have it — don’t invent a number to sound concrete.
- tickets closed per period
- first-contact resolution (FCR) rate
- average time to resolution
- SLA adherence by priority tier
- user satisfaction score (often via post-ticket survey)
- knowledge-base contributions
- escalation rate to L2 / specialist
Where to find the evidence
Work products an it support specialist produces. Reference these by name in the review when they’re relevant — it signals you know the work.
- ticket-handling notes with documented resolution steps
- knowledge-base articles authored or updated
- MDM / endpoint enrolment runbooks
- SSO / IAM access-grant tickets
- weekly performance review with personal metrics
Phrasing that lands vs phrasing that doesn’t
Strong — specific, evidenced, role-appropriate
“Closed 1,820 tickets at 96% within SLA, FCR rate of 74% against a team target of 65%, authored eight knowledge-base articles that deflected an estimated 30% of recurring laptop-setup tickets, and built the MDM enrolment runbook now used for new-hire setup.”
Weak — vague, unevidenced, generic
“Great with users.”
Phrases to never use
Stock filler that AI-written it support specialist reviews slip into. Managers spot it instantly. Rewrite to name a specific behaviour instead.
- “great with users”
- “patient and helpful”
- “always smiles”
- “passionate about helping people”
- “go-to person for tech issues”
- “trusted by the team”
- “consistently positive”
Don’t invent these specifics
The details an AI tends to fabricate for it support specialistreviews. If you don’t have the specific number, name, or date in your notes, leave it out — generic-but-honest beats specific-but- invented every time.
- specific ticket counts not in input
- FCR / SLA percentages not provided
- named systems supported (Okta, Google, AD) when not mentioned
- knowledge-base articles authored when only counts were given
- specific runbooks built when not in input
- particular escalation cases not referenced
Skip the template, generate the review
Drop your bullet points into Crestento and it produces the polished draft using this exact template structure, tuned for an it support specialist. Two reviews free, no card.
Try Crestento free