Computer Support Technician OKR

Objectives and Key Results (OKRs)

Role Overview:

The Computer Support Technician plays a critical role in the Information Technology sector by ensuring seamless operation and resolution of technical issues. This position is responsible for troubleshooting, diagnosing, and resolving hardware or software issues and aligns with the industry’s need for efficient and effective technical support.

Objective 1: Improve Response Time for Technical Issues

Key Results:

• Reduce average response time to technical queries by 20% within the quarter
• Increase first-call resolution rate by 15% in the next three months
• Achieve 95% satisfaction rate on response speed in client feedback forms

Objective 2: Enhance Technical Skills and Knowledge

Key Results:

• Complete two professional development courses in the next six months
• Achieve a 90% or higher score on internal technical knowledge tests
• Receive positive feedback from senior IT staff on improved technical capability

Objective 3: Improve Communication and Customer Service Skills

Key Results:

• Receive a 90% satisfaction rate on communication skills in client feedback forms
• Complete a customer service training program within the quarter
• Receive commendation from team leader for improved customer interaction

Objective 4: Increase Efficiency in Resolving Issues

Key Results:

• Decrease average time spent on resolving issues by 25% within the quarter
• Resolve 95% of issues without escalation to higher levels
• Increase productivity by handling multiple issues simultaneously without compromising service quality

Objective 5: Contribute to Team Goals and Objectives

Key Results:

• Participate actively in team meetings and brainstorming sessions
• Collaborate with team members to achieve monthly team targets
• Receive positive feedback from team members on contribution and team spirit

Conclusion:

The role of Computer Support Technician is pivotal in the Information Technology sector, ensuring efficient resolution of technical issues. By achieving the outlined OKRs, professionals in this role contribute significantly to enhancing customer satisfaction, improving team performance, and driving business growth.

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