Service Desk Engineer KRA/KPI

Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Service Desk Engineer

1. Incident Management

KRA: Ensuring timely resolution of IT incidents to minimize business impact.

Short Description: Manage IT incidents effectively.

• KPI 1: Average resolution time per incident
• KPI 2: Incident closure rate
• KPI 3: Customer satisfaction score post-incident resolution
• KPI 4: Number of major incidents handled within SLA

2. Service Request Fulfillment

KRA: Efficiently fulfilling service requests to meet user needs and expectations.

Short Description: Streamline service request processes.

• KPI 1: Service request response time
• KPI 2: Service request completion rate
• KPI 3: User feedback on service request handling
• KPI 4: Adherence to service request SLAs

3. Problem Management

KRA: Identifying root causes of recurring incidents to prevent future disruptions.

Short Description: Proactively address underlying IT issues.

• KPI 1: Number of recurring incidents resolved through problem management
• KPI 2: Problem resolution time
• KPI 3: Percentage reduction in incidents after problem resolution
• KPI 4: Effectiveness of implemented problem management strategies

4. Change Management

KRA: Ensuring controlled implementation of changes to IT systems and services.

Short Description: Manage IT changes effectively.

• KPI 1: Change success rate
• KPI 2: Adherence to change management processes
• KPI 3: Impact analysis accuracy for proposed changes
• KPI 4: User satisfaction post-change implementation

5. User Training and Knowledge Sharing

KRA: Providing training and sharing knowledge to enhance user IT literacy.

Short Description: Promote IT knowledge among users.

• KPI 1: Number of training sessions conducted
• KPI 2: User feedback on training effectiveness
• KPI 3: Knowledge base utilization rate by users
• KPI 4: Improvement in user IT proficiency levels

6. IT Asset Management

KRA: Maintaining accurate records and optimizing utilization of IT assets.

Short Description: Manage IT assets efficiently.

• KPI 1: Asset tracking accuracy
• KPI 2: Asset utilization rate
• KPI 3: Compliance with asset management policies
• KPI 4: Reduction in asset-related incidents

7. Vendor Management

KRA: Managing relationships with IT vendors for optimal service delivery.

Short Description: Coordinate with IT vendors effectively.

• KPI 1: Vendor response time to service requests
• KPI 2: Vendor contract compliance rate
• KPI 3: Vendor performance evaluation scores
• KPI 4: Cost-effectiveness of vendor engagements

8. Performance Reporting

KRA: Generating and presenting IT service performance reports to stakeholders.

Short Description: Provide insightful performance reports.

• KPI 1: Accuracy of performance data reported
• KPI 2: Timeliness of performance report delivery
• KPI 3: Stakeholder feedback on report relevance
• KPI 4: Improvement in service performance based on report insights

9. Continuous Improvement Initiatives

KRA: Identifying and implementing opportunities for service desk process enhancements.

Short Description: Drive continuous service improvement.

• KPI 1: Number of improvement initiatives implemented
• KPI 2: Impact of improvements on service efficiency
• KPI 3: Employee engagement in improvement projects
• KPI 4: Customer satisfaction with service desk enhancements

10. Compliance and Security Adherence

KRA: Ensuring adherence to IT security policies and regulatory compliance.

Short Description: Maintain IT security and compliance standards.

• KPI 1: Compliance audit results
• KPI 2: Security incident response time
• KPI 3: Training completion rates on security protocols
• KPI 4: Number of security breaches prevented/mitigated