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
