Example Achievement Log for a Help Desk Technician

A year in the life of a Help Desk Technician's log

• Jan - task: Took over triage for the Finance team's Outlook issues during Janet's leave. 47 tickets in two weeks, mostly mailbox rules and delegate access. Learned their invoice workflows on the job.
• Feb - feedback: Janet said in the hallway after her return: 'Finance barely noticed I was gone. You handled it.' Made the rest of the month easier.
• Feb - achievement: Resolved the recurring Dell BIOS update failure that was blocking 12 machines from imaging. Root cause was UEFI boot sequence corruption. Built a recovery script and documented it on the wiki.
• Apr - task: Created a GPU driver troubleshooting flowchart after three separate 3D design staff had crashes in the same week. Saved maybe an hour per call going forward.
• May - achievement: Closed 184 tickets in June, up from 156 in May. Average resolution time dropped to 2.3 days. Cut dwell time by reviewing my own backlog for quick wins before accepting new tickets.
• May - feedback: Manager said in 1:1: 'The ticket metrics are solid, but what I've noticed is you're flagging hardware EOL before it fails. That's the actual value.' Reinforced the pattern I'd been building.
• Jul - achievement: Identified 18 machines past warranty and likely to fail within 6 months based on service logs. Presented a phased replacement schedule to management with cost impact. 14 machines ordered by month-end.
• Aug - task: Fumbled the new ticketing system migration on day one, didn't understand the custom fields. Asked David to walk me through it. Added notes to the onboarding doc so the next person wouldn't make the same mistake.
• Oct - achievement: Diagnosed a network congestion issue affecting the entire Marketing floor. Traced it to a misconfigured backup job running during business hours. Coordinated with Systems to reschedule it at 22:00. Packet loss dropped from 8% to zero.
• Nov - task: Handled all device provisioning for the 14-person new hire cohort in Q4. Managed three vendors, coordinated shipping, tested every machine before handoff. Zero setup failures on day one.
• Dec - feedback: Sarah from HR at the all-hands said in passing, 'Your onboarding process made a real difference this quarter.' The coordination paid off in ways I didn't fully document at the time.

What makes a strong entry

How this becomes your review in November

This year I shifted from reactive ticket resolution to predictive hardware management. In June I closed 184 tickets with an average resolution time of 2.3 days, and by August I'd identified 18 machines past warranty and likely to fail within six months, resulting in a phased replacement schedule that management approved. Beyond the ticket metrics, I've consistently identified systemic issues before they escalate: the Dell BIOS corruption that was blocking 12 machines from imaging, the backup job causing packet loss across the entire Marketing floor, and recurring Outlook failures in Finance that I resolved while covering leave. I've documented solutions on the wiki and in onboarding materials so the team doesn't rediscover the same problems, and I've grown more comfortable raising infrastructure concerns that sit between the Help Desk and Systems.

Starting your own log

Don't try to reconstruct a year you have already had. Start from today, one line whenever something happens, and let it build. The Perform Review Achievement Log does this for you and can capture wins straight from Slack, and how to start an achievement log covers the wider playbook.

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