Objectives and Key Results (OKRs)
Role Overview:
The Computer Hardware Technician plays a critical role in the Information Technology (IT) / Hardware Services industry by ensuring seamless hardware installation, maintenance, and troubleshooting across organizations. This position is responsible for diagnosing hardware issues, assembling systems, replacing faulty components, and supporting IT infrastructure — aligning with the industry’s need for uptime, speed, and efficient service delivery.
Objective 1: Ensure Timely Diagnosis and Repair of Hardware Issues
Key Results:
- Resolve 90% of hardware tickets within the defined SLA timeframe.
- Achieve a first-time resolution rate of 85% for all hardware-related issues.
- Reduce average repair turnaround time to under 4 hours.
- Maintain a zero backlog for high-priority hardware incidents weekly.
- Log and document 100% of hardware issues in the ticketing system.
Objective 2: Improve Preventive Maintenance and Uptime
Key Results:
- Conduct monthly preventive maintenance checks on all deployed hardware systems.
- Decrease unexpected system downtime by 20% over the quarter.
- Achieve 98% uptime for desktop and server hardware within assigned scope.
- Generate monthly health check reports with recommendations for all key hardware assets.
- Implement proactive replacements for 100% of devices flagged as high-risk.
Objective 3: Enhance Hardware Asset Management and Tracking
Key Results:
- Update asset inventory logs with 100% accuracy within 24 hours of changes.
- Tag and label 100% of new hardware within 2 business days of acquisition.
- Audit 100% of critical hardware assets bi-monthly for compliance.
- Achieve zero misplaced assets during routine asset tracking exercises.
- Generate quarterly asset usage insights for better procurement planning.
Objective 4: Increase End-User Satisfaction with Hardware Support
Key Results:
- Achieve an end-user satisfaction score of 90% or higher on support feedback forms.
- Close all user-raised hardware requests within 2 business days, 95% of the time.
- Reduce hardware-related escalations by 30% by end of quarter.
- Provide basic user training on hardware handling to 100% of new employees.
- Improve internal communication ratings by 15% in quarterly technician review.
Objective 5: Stay Updated with Latest Hardware Technology Trends
Key Results:
- Attend at least 2 certified workshops or webinars related to computer hardware per quarter.
- Test and evaluate at least 3 new tools or diagnostic software relevant to the role.
- Share at least 2 internal knowledge articles or tips with the IT team monthly.
- Complete internal certification or assessment with a score of 90% or above.
- Collaborate with procurement to recommend at least 1 cost-effective hardware upgrade solution.
Conclusion:
The role of Computer Hardware Technician is pivotal in the Information Technology (IT) / Hardware Services sector, ensuring continuity, reliability, and efficiency in hardware systems. By achieving the outlined OKRs, professionals in this role significantly contribute to system uptime, user satisfaction, and tech-readiness within an organization.
Generate content in this structured format with clear, concise, and measurable KPIs while maintaining professional readability.
