Computer Service Technician KRA/KPI

Key Responsibility Areas (KRA) & Key Performance Indicators (KPI)

As a Computer Service Technician, your role involves providing technical support and maintenance services for computer systems and networks. You will be responsible for diagnosing hardware and software issues, troubleshooting problems, and ensuring the efficient operation of computer systems.

1. Hardware Troubleshooting

KRA: Ensure timely and accurate diagnosis and resolution of hardware issues to minimize downtime.

Short Description: Efficient hardware troubleshooting and repair.

• Percentage of hardware issues resolved within SLA.
• Average time taken to repair hardware faults.
• Customer satisfaction rating on hardware troubleshooting.
• Number of preventive maintenance tasks completed.

2. Software Installation and Updates

KRA: Install, configure, and update software applications to enhance system performance and security.

Short Description: Timely software installation and updates.

• Percentage of successful software installations.
• Frequency of software updates performed per month.
• Software compliance level with organizational standards.
• Reduction in system vulnerabilities post software updates.

3. Network Troubleshooting

KRA: Identify and resolve network connectivity issues to ensure seamless communication and data transfer.

Short Description: Effective network troubleshooting and maintenance.

• Network uptime percentage.
• Average time taken to resolve network issues.
• Number of network security breaches prevented.
• Improvement in network performance metrics after troubleshooting.

Real-Time Example of KRA & KPI

Real-World Scenario:

KRA: In a corporate setting, a Computer Service Technician ensures seamless network connectivity for all employees to enhance productivity.

• KPI 1: Network uptime maintained above 99%.
• KPI 2: Average network issue resolution time below 1 hour.
• KPI 3: Zero network security breaches detected in the last quarter.
• KPI 4: 20% improvement in network speed post troubleshooting activities.

These KPIs led to increased employee productivity and reduced operational disruptions.

Key Takeaways

• KRA defines what needs to be done, whereas KPI measures how well it is done.
• KPIs should always be SMART (Specific, Measurable, Achievable, Relevant, Time-bound).
• Regular tracking and adjustments ensure success in Computer Service Technician roles.

Ensure your performance is aligned with these KRAs and KPIs to excel in your role as a Computer Service Technician.