Level 2 Help Desk KRA/KPI

Key Responsibility Areas (KRA) & Key Performance Indicators (KPI)

1. Incident Resolution

KRA: Responsible for timely and accurate resolution of Level 2 help desk incidents to minimize downtime for users.

Short Description: Ensuring efficient incident resolution at Level 2 Help Desk.

• Resolution Time per Ticket
• First Contact Resolution Rate
• User Satisfaction Score
• Escalation Rate

2. Problem Management

KRA: Implementing problem management processes to identify root causes and prevent recurring issues.

Short Description: Proactively managing and resolving IT problems at Level 2 Help Desk.

• Percentage of Problems Solved
• Root Cause Identification Rate
• Problem Resolution Time
• Reduction in Recurring Incidents

3. Service Level Agreement (SLA) Compliance

KRA: Ensuring adherence to SLAs for response and resolution times to meet service quality standards.

Short Description: Meeting SLA requirements for Level 2 Help Desk services.

• SLA Response Time Adherence
• SLA Resolution Time Adherence
• SLA Achievement Rate
• SLA Breach Rate

4. Knowledge Management

KRA: Developing and maintaining a knowledge base to facilitate quicker issue resolution and improve service efficiency.

Short Description: Enhancing knowledge sharing and access at Level 2 Help Desk.

• Knowledge Base Utilization Rate
• Knowledge Article Accuracy Rate
• Reduction in Average Handling Time
• Increase in First Call Resolution

5. Customer Feedback and Satisfaction

KRA: Collecting and analyzing customer feedback to enhance service quality and improve user satisfaction.

Short Description: Focusing on customer-centric service delivery at Level 2 Help Desk.

• Net Promoter Score (NPS)
• Customer Satisfaction (CSAT) Score
• Feedback Response Time
• Customer Retention Rate

6. Team Performance and Development

KRA: Monitoring team performance, providing coaching, and fostering continuous learning and development.

Short Description: Building a high-performing and skilled team at Level 2 Help Desk.

• Team Productivity Rate
• Training Completion Rate
• Employee Satisfaction Index
• Team Quality Assurance Score

7. Incident Analysis and Reporting

KRA: Analyzing incident trends, preparing reports, and identifying areas for service improvement.

Short Description: Enhancing service quality through data-driven insights at Level 2 Help Desk.

• Incident Trend Analysis Accuracy
• Report Accuracy and Timeliness
• Actionable Recommendations Identified
• Improvement Implementation Rate

8. Change Management Support

KRA: Assisting in the implementation of changes, updates, and releases to IT systems with minimal disruption.

Short Description: Supporting seamless transitions in IT systems at Level 2 Help Desk.

• Change Implementation Success Rate
• Change Request Fulfillment Time
• Incidents Due to Changes Rate
• User Feedback on Change Process

9. Security and Compliance Adherence

KRA: Ensuring compliance with security policies and regulations to safeguard IT infrastructure and data.

Short Description: Upholding security and compliance standards at Level 2 Help Desk.

• Security Incident Rate
• Compliance Audit Results
• Training on Security Awareness Completion
• Data Breach Incident Response Time

10. Continuous Improvement Initiatives

KRA: Driving continuous improvement projects to enhance service delivery, efficiency, and user experience.

Short Description: Promoting innovation and progress at Level 2 Help Desk.

• Number of Improvement Projects Implemented
• Impact of Improvements on Service Level
• Employee Suggestions Implemented
• Cost Savings Due to Improvements