Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for IT Technical Support Engineer
1. Incident Management
KRA: Ensuring timely resolution of technical issues to minimize downtime for users.
Short Description: Manage IT incidents effectively.
- Mean Time to Resolve (MTTR)
- First Call Resolution Rate
- Incident Closure Rate
- User Satisfaction Score
2. System Maintenance
KRA: Regularly updating and maintaining IT systems to ensure optimal performance.
Short Description: Maintain system health and performance.
- Percentage of Systems Updated
- Downtime for Maintenance
- System Uptime Percentage
- Adherence to Maintenance Schedule
3. User Training and Support
KRA: Providing support and training to users on IT systems and tools.
Short Description: Enhance user knowledge and satisfaction.
- User Training Completion Rate
- User Support Ticket Resolution Time
- User Feedback Rating
- Knowledge Base Utilization Rate
4. Network Security Management
KRA: Implementing and monitoring network security measures to protect data and systems.
Short Description: Ensure network security and data protection.
- Number of Security Breaches
- Security Patch Implementation Rate
- Security Audit Compliance Score
- Incident Response Time
5. Hardware and Software Troubleshooting
KRA: Resolving hardware and software issues efficiently to minimize disruptions.
Short Description: Ensure smooth functioning of hardware and software.
- Hardware Failure Resolution Time
- Software Bug Fix Rate
- Equipment Downtime Percentage
- User Impact Assessment Score
6. Performance Monitoring
KRA: Monitoring system performance and identifying areas for improvement.
Short Description: Optimize system performance.
- System Response Time
- Resource Utilization Rate
- Performance Improvement Initiatives Implemented
- System Stability Index
7. Vendor Management
KRA: Managing relationships with IT vendors to ensure timely support and service delivery.
Short Description: Efficiently coordinate with IT vendors.
- Vendor Response Time
- Vendor Contract Compliance Rate
- Vendor Service Quality Rating
- Cost Savings through Vendor Negotiation
8. Documentation and Reporting
KRA: Maintaining accurate documentation and generating reports on IT activities.
Short Description: Ensure comprehensive documentation and reporting.
- Documentation Accuracy Rate
- Report Submission Timeliness
- Documentation Accessibility Index
- Report Insights Utilization Rate
9. Continuous Learning and Skill Development
KRA: Engaging in continuous learning to enhance technical skills and knowledge.
Short Description: Stay updated with industry trends and technologies.
- Training Hours Invested
- Certification Attainment Rate
- Knowledge Sharing Participation
- Skill Enhancement Impact on Performance
10. Customer Satisfaction
KRA: Ensuring high levels of customer satisfaction through prompt and effective IT support.
Short Description: Prioritize customer service excellence.
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- Customer Escalation Resolution Rate
- Customer Feedback Implementation Rate
Real-Time Example of KRA & KPI
Sample Real-World Example:
KRA: In a tech company, an IT Technical Support Engineer improves incident resolution time by 20%, leading to increased user satisfaction.
- KPI 1: MTTR reduced by 20%
- KPI 2: User Satisfaction Score increased by 15%
- KPI 3: First Call Resolution Rate improved by 10%
- KPI 4: Incident Closure Rate increased by 25%
This example showcases how focusing on KPIs can directly impact performance and success in the role of an IT Technical Support Engineer.
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 an IT Technical Support Engineer role.
Ensure to align individual performance with organizational goals through these KRA and KPI frameworks.
