Section 1 - Business Objectives

Business Objectives

	Outstanding	Exceeds Expectation	Meets Expectation	Development Needed	Does Not Meet Expectation	N/A
Health Declaration daily in Galaxy
Create customer tickets within 15 minutes upon receiving a support request (email/phone) and the ticket ID is provided to the customer
Meet all ticket SLA and escalate the ticket 2 hours before breaching SLA
Be 100% contactable during assigned work hours
Submit timesheets monthly and no later than the 10th day of the following month
All information recorded into the ticket is accurate on creation, progress and closure
100% compliance to Service Desk process including escalation notification

Business Objectives Value (Rating)

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