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.
