Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for IT Support Technician
1. Technical Support
KRA: Providing technical assistance to users and resolving IT issues promptly to ensure smooth operations.
Short Description: Ensuring timely resolution of technical issues.
- Number of tickets resolved per day
- Average resolution time per ticket
- User satisfaction rating on issue resolution
- Percentage decrease in recurring technical problems
2. System Maintenance
KRA: Conducting regular system checks, updates, and maintenance to prevent system failures and ensure optimal performance.
Short Description: Ensuring system stability and performance.
- Adherence to scheduled maintenance tasks
- Downtime percentage due to maintenance
- Number of system updates completed successfully
- System performance improvement metrics post-maintenance
3. Network Security
KRA: Implementing and monitoring network security measures to safeguard company data and prevent cybersecurity threats.
Short Description: Ensuring network security and data protection.
- Number of security breaches detected and resolved
- Compliance with security protocols and regulations
- Regular security audits conducted
- Employee training completion rates on cybersecurity awareness
4. Hardware and Software Management
KRA: Managing hardware and software inventory, installations, and upgrades to meet user needs and improve IT infrastructure.
Short Description: Efficient management of IT resources.
- Inventory accuracy rate
- Software licensing compliance rate
- Percentage of hardware upgrades completed on time
- User feedback on software usability and functionality
5. User Training and Support
KRA: Providing user training on IT tools and systems and offering ongoing support to enhance user proficiency.
Short Description: Improving user IT skills and knowledge.
- Training completion rates
- User feedback on training effectiveness
- Number of self-help resources provided to users
- User proficiency improvement metrics post-training
6. Incident Response
KRA: Developing and implementing incident response plans to address IT emergencies and minimize downtime.
Short Description: Ensuring swift response to IT emergencies.
- Response time to critical incidents
- Incident resolution time compared to SLA
- Post-incident analysis and improvement recommendations
- Percentage decrease in downtime due to improved response processes
7. IT Documentation
KRA: Maintaining accurate and up-to-date IT documentation for systems, procedures, and troubleshooting guides.
Short Description: Ensuring comprehensive IT documentation.
- Documentation completeness rate
- Documentation retrieval time for troubleshooting
- Documentation update frequency
- User feedback on the clarity and usefulness of documentation
8. Performance Monitoring
KRA: Monitoring IT systems and performance metrics to proactively identify and address potential issues.
Short Description: Ensuring proactive system monitoring.
- System uptime percentage
- Alert response time to critical system warnings
- Number of proactive system improvements implemented
- Performance enhancement metrics post-implementation
9. Vendor Management
KRA: Managing relationships with IT vendors to ensure timely delivery of services and cost-effective solutions.
Short Description: Efficient management of vendor partnerships.
- Vendor service level agreement compliance rate
- Vendor response time to service requests
- Cost savings achieved through vendor negotiations
- Vendor performance ratings based on service quality
10. Continuous Improvement
KRA: Identifying areas for process improvement and implementing initiatives to enhance IT support services.
Short Description: Driving continuous improvement in IT operations.
- Number of process improvements implemented
- Employee suggestions implemented for service enhancement
- Percentage increase in efficiency post-improvement initiatives
- User feedback on service quality improvements
