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
