It Support Technician KRA/KPI

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