Computer Support Technician KRA/KPI

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.