Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Service Desk Analyst
1. Incident Management
KRA: Efficiently resolve IT incidents to minimize downtime and ensure smooth operations.
Short Description: Timely resolution of IT incidents.
- Average time to resolve incidents
- Incident resolution rate
- Customer satisfaction score on incident resolution
- Number of recurring incidents
2. Request Fulfillment
KRA: Fulfill user requests promptly to enhance user satisfaction and productivity.
Short Description: Timely fulfillment of user requests.
- Request completion time
- Request fulfillment rate
- User feedback on request handling
- Percentage of requests escalated
3. Change Management Support
KRA: Assist in implementing changes smoothly to minimize disruptions and ensure service continuity.
Short Description: Effective support in change management.
- Number of successful change implementations
- Change implementation time adherence
- Impact analysis accuracy
- Feedback from stakeholders on change support
4. User Training and Documentation
KRA: Provide user training and maintain up-to-date documentation for improved user understanding.
Short Description: Effective user training and documentation management.
- User satisfaction on training sessions
- Documentation accuracy and accessibility
- Training session attendance rate
- Number of documentation updates based on user feedback
5. System Monitoring and Reporting
KRA: Monitor systems proactively to identify issues and generate reports for informed decision-making.
Short Description: Proactive system monitoring and reporting.
- Percentage of system uptime
- Number of proactive issue identifications
- Accuracy of generated reports
- Timeliness of report submissions
6. Vendor Management
KRA: Manage vendor relationships to ensure timely support and service delivery.
Short Description: Efficient vendor management.
- Vendor response time to support requests
- Vendor service level agreement adherence
- Vendor performance evaluations
- Number of vendor escalations
7. Security Incident Handling
KRA: Handle security incidents promptly to safeguard organizational data and systems.
Short Description: Timely response to security incidents.
- Average time to resolve security incidents
- Incident severity classification accuracy
- Security incident trend analysis
- Feedback from security team on incident handling
8. Performance and Capacity Management
KRA: Monitor system performance and capacity to optimize resource utilization and prevent bottlenecks.
Short Description: Effective performance and capacity management.
- System performance improvement rate
- Capacity planning accuracy
- Resource utilization optimization rate
- Number of performance-related incidents prevented
9. Continuous Improvement Initiatives
KRA: Identify areas for improvement and implement initiatives to enhance service desk operations.
Short Description: Driving continuous improvement in service desk operations.
- Number of implemented improvement initiatives
- Impact of improvement initiatives on service efficiency
- Employee engagement in improvement projects
- Customer feedback on service enhancements
10. Knowledge Management
KRA: Manage and update the knowledge base to facilitate quick issue resolution and knowledge sharing.
Short Description: Effective knowledge base management.
- Knowledge base accuracy and relevance
- Knowledge base utilization rate
- Feedback on knowledge base usefulness
- Number of knowledge base articles updated per month
Real-Time Example of KRA & KPI
Service Desk Analyst Example: Incident Management
KRA: Resolving IT incidents within 30 minutes or less to minimize business impact.
- KPI 1: Average incident resolution time of 25 minutes
- KPI 2: Incident resolution rate of 95%
- KPI 3: Customer satisfaction score of 4.5/5 on incident resolution
- KPI 4: Less than 5% recurring incidents per month
By achieving these KPIs, the service desk ensures minimal disruptions, high user satisfaction, and efficient operations.
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 Service Desk Analyst.
