Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Computer Support Technician
1. Technical Support
KRA: Providing technical support to end-users for hardware and software-related issues.
Short Description: Ensuring prompt resolution of technical issues.
- Percentage of technical issues resolved within SLA.
- Average response time to user requests.
- User satisfaction ratings on technical support provided.
- Number of escalated issues resolved successfully.
2. System Maintenance
KRA: Performing regular maintenance tasks to ensure system stability and security.
Short Description: Ensuring system health and security.
- Percentage of systems updated with the latest patches.
- Number of security vulnerabilities mitigated proactively.
- Downtime percentage due to system maintenance activities.
- System uptime percentage after maintenance tasks.
3. User Training and Documentation
KRA: Providing training to users on new technologies and creating documentation for troubleshooting.
Short Description: Empowering users with knowledge and resources.
- Number of training sessions conducted per quarter.
- User feedback on the effectiveness of training materials.
- Improvement in user self-resolution rates post-training.
- Documentation update frequency and relevance.
4. Incident Management
KRA: Efficiently managing and resolving IT incidents to minimize business impact.
Short Description: Rapid incident resolution to maintain business continuity.
- Incident resolution time compared to SLA benchmarks.
- Percentage reduction in recurring incidents.
- User feedback on incident handling satisfaction.
- Incident escalation rate and resolution effectiveness.
5. Hardware and Software Procurement
KRA: Managing the procurement and deployment of hardware and software resources.
Short Description: Efficient resource acquisition and deployment.
- Cost savings achieved through strategic procurement.
- Turnaround time for new hardware/software deployment.
- Vendor satisfaction ratings based on service quality.
- Inventory accuracy and optimization levels.
6. Performance Monitoring
KRA: Monitoring system performance and implementing optimizations for efficiency.
Short Description: Proactive performance management for optimal operations.
- System uptime percentage over a specified period.
- Response time improvements after performance optimizations.
- Resource utilization levels and capacity planning accuracy.
- Incidents prevented through proactive monitoring.
7. Data Security and Compliance
KRA: Ensuring data security measures are in place and compliance with industry regulations.
Short Description: Safeguarding data integrity and regulatory adherence.
- Number of security breaches prevented or detected.
- Compliance audit results and remediation actions taken.
- Data encryption and access control implementation effectiveness.
- Training completion rates on data security protocols.
8. Continuous Improvement
KRA: Identifying areas for improvement and implementing processes to enhance IT operations.
Short Description: Driving continuous enhancement of IT services.
- Number of process improvements implemented quarterly.
- Feedback from stakeholders on the effectiveness of improvements.
- Time saved through streamlined processes.
- Impact of improvements on overall IT service quality.
9. Vendor Management
KRA: Managing relationships with IT vendors to ensure service quality and cost-effectiveness.
Short Description: Optimal vendor partnerships for IT support.
- Vendor performance ratings and feedback from internal stakeholders.
- Cost savings achieved through vendor negotiations.
- Resolution time for vendor-related issues.
- Vendor contract compliance and adherence to SLAs.
10. Disaster Recovery Planning
KRA: Developing and maintaining disaster recovery plans to mitigate the impact of IT disasters.
Short Description: Ensuring business continuity through disaster preparedness.
- Testing frequency and success rates of disaster recovery plans.
- Downtime reduction achieved during disaster recovery drills.
- Documentation completeness and accessibility of recovery procedures.
- User training on disaster recovery protocols and responsiveness.
Real-Time Example of KRA & KPI
Example: Technical Support
KRA: Providing timely technical support to end-users for software-related issues.
- KPI 1: Average resolution time for software issues.
- KPI 2: User satisfaction ratings on technical support provided.
- KPI 3: Percentage of recurring software issues resolved permanently.
- KPI 4: Number of user-reported software bugs resolved per month.
By tracking these KPIs, the organization was able to improve user satisfaction, reduce downtime, and enhance overall software performance.
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 the role of a Computer Support Technician.
Content provided in a structured format with clear, concise, and measurable KPIs for effective performance evaluation and improvement in the Computer Support Technician role.
