Service Desk KRA/KPI

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.