Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Computer Technician
1. Customer Support
KRA: Providing timely and effective customer support for technical issues to ensure customer satisfaction.
Short Description: Deliver exceptional customer service for technical problems.
- KPI 1: Average response time to customer queries.
- KPI 2: Customer satisfaction ratings on support interactions.
- KPI 3: Number of tickets resolved per day.
- KPI 4: First-time resolution rate.
2. Hardware Maintenance
KRA: Ensuring proper maintenance and repair of computer hardware components for optimal performance.
Short Description: Maintain and repair computer hardware efficiently.
- KPI 1: Percentage of hardware issues resolved within SLA.
- KPI 2: Downtime due to hardware failures.
- KPI 3: Inventory management efficiency for hardware parts.
- KPI 4: Compliance with hardware maintenance schedules.
3. Software Installation and Configuration
KRA: Installing and configuring software applications on computers as per user requirements.
Short Description: Efficiently install and configure software applications.
- KPI 1: Time taken to install and configure software.
- KPI 2: User satisfaction with software installations.
- KPI 3: Number of successful software installations per week.
- KPI 4: Adherence to software licensing policies.
4. Network Troubleshooting
KRA: Identifying and resolving network-related issues to maintain connectivity and performance.
Short Description: Troubleshoot network problems effectively.
- KPI 1: Network uptime percentage.
- KPI 2: Average resolution time for network issues.
- KPI 3: Number of network security breaches detected and resolved.
- KPI 4: Implementation of network optimization strategies.
5. Data Backup and Recovery
KRA: Implementing and monitoring data backup procedures to ensure data integrity and efficient recovery.
Short Description: Secure and reliable data backup and recovery processes.
- KPI 1: Backup success rate.
- KPI 2: Time taken to recover data in case of failures.
- KPI 3: Regularity of data backups as per schedule.
- KPI 4: Data loss incidents and recovery effectiveness.
6. IT Security Compliance
KRA: Ensuring compliance with IT security policies and procedures to protect systems and data.
Short Description: Maintain IT security standards and compliance.
- KPI 1: Compliance audit results and findings.
- KPI 2: Number of security incidents reported and resolved.
- KPI 3: Employee training completion rates on IT security.
- KPI 4: Implementation of security patches and updates.
7. System Performance Optimization
KRA: Monitoring and optimizing system performance to enhance efficiency and productivity.
Short Description: Optimize system performance for better productivity.
- KPI 1: System response time under peak load.
- KPI 2: Resource utilization efficiency metrics.
- KPI 3: Number of system performance enhancement initiatives implemented.
- KPI 4: User feedback on system performance improvements.
8. IT Equipment Inventory Management
KRA: Maintaining an accurate inventory of IT equipment to facilitate procurement and tracking.
Short Description: Efficient management of IT equipment inventory.
- KPI 1: Inventory accuracy rate.
- KPI 2: Equipment utilization rates.
- KPI 3: Timely disposal of obsolete equipment.
- KPI 4: Procurement lead time for new equipment.
9. Training and Development
KRA: Continuous learning and skill development to stay updated with new technologies and trends.
Short Description: Enhance skills and knowledge through training.
- KPI 1: Training hours completed per quarter.
- KPI 2: Certification attainment rates.
- KPI 3: Application of new skills in job tasks.
- KPI 4: Feedback from supervisors on skill improvement impact.
10. Documentation and Reporting
KRA: Maintaining accurate records and preparing reports on IT activities and incidents.
Short Description: Document IT activities and incidents efficiently.
- KPI 1: Timeliness and accuracy of incident reporting.
- KPI 2: Completeness of documentation for IT processes.
- KPI 3: Compliance with documentation standards.
- KPI 4: Utilization of documented processes for training and reference.
