L1 Technical Support KRA/KPI

Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for L1 Technical Support

1. Incident Resolution

KRA: Responsible for timely resolution of technical issues to ensure seamless operations.

Short Description: Resolve technical incidents promptly.

• Average resolution time per ticket
• First call resolution rate
• Customer satisfaction score post-resolution
• Percentage of incidents resolved within SLA

2. Customer Communication

KRA: Maintain clear and effective communication with customers to address their technical concerns.

Short Description: Communicate effectively with customers.

• Response time to customer queries
• Quality of communication feedback score
• Number of escalations due to poor communication
• Customer retention rate

3. Knowledge Management

KRA: Continuously update and expand technical knowledge base for efficient issue resolution.

Short Description: Enhance technical knowledge base.

• Number of knowledge base articles created/updated
• Average time to update knowledge base post-issue resolution
• Knowledge base utilization rate by support agents
• Reduction in recurring incidents after knowledge base update

4. Ticket Management

KRA: Efficiently manage and prioritize support tickets based on urgency and impact.

Short Description: Prioritize and manage support tickets effectively.

• Percentage of tickets resolved within SLA
• Average time to assign tickets to support agents
• Number of unresolved tickets aging over SLA
• Customer feedback on ticket resolution process

5. Performance Metrics Analysis

KRA: Analyze performance metrics to identify trends, areas for improvement, and training needs.

Short Description: Analyze support performance metrics.

• Percentage improvement in key support metrics quarterly
• Identify and address performance gaps in support team
• Training completion rate for support agents
• Implement feedback-driven performance enhancements

6. Escalation Handling

KRA: Handle and escalate complex technical issues to higher support tiers effectively.

Short Description: Manage escalations efficiently.

• Percentage of escalations resolved within escalated SLA
• Customer feedback on escalation process
• Number of repeat escalations for the same issue
• Escalation response time compared to SLA

7. Quality Assurance

KRA: Conduct quality checks on support interactions for adherence to standards and customer satisfaction.

Short Description: Ensure quality support interactions.

• Quality score of support interactions
• Compliance with support protocols and guidelines
• Customer feedback on support quality
• Improvement in support quality over time

8. Team Collaboration

KRA: Collaborate effectively with team members to share knowledge and improve overall support efficiency.

Short Description: Foster a collaborative team environment.

• Knowledge sharing initiatives within the team
• Team performance in group projects
• Feedback on teamwork and collaboration from team members
• Improvement in team efficiency post-collaboration efforts

9. Training & Development

KRA: Participate in continuous learning and development activities to enhance technical skills and knowledge.

Short Description: Engage in ongoing training and development.

• Training hours completed per quarter
• Training feedback and applicability in daily tasks
• Implementation of new skills in support activities
• Improvement in individual performance post-training

10. Stakeholder Feedback

KRA: Gather feedback from stakeholders to understand their needs and improve support services accordingly.

Short Description: Collect and act on stakeholder feedback.

• Number of stakeholder feedback sessions conducted
• Implementation of feedback-driven improvements
• Stakeholder satisfaction rating with support services
• Positive impact on support services based on stakeholder feedback

Real-Time Example of KRA & KPI

Situation:

KRA: Incident Resolution

• KPI 1: Achieve an average resolution time of less than 30 minutes per ticket
• KPI 2: Maintain a first call resolution rate above 85%
• KPI 3: Ensure a customer satisfaction score of at least 4 out of 5 post-resolution
• KPI 4: Resolve 95% of incidents within the agreed SLA timeframe

By meeting these KPIs consistently, the support team can demonstrate high efficiency, customer satisfaction, and adherence to service level agreements.

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 L1 Technical Support.