Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Technical Service Desk Analyst
1. Incident Management
KRA: Managing and resolving technical incidents promptly to minimize business disruptions.
Short Description: Ensure timely incident resolution.
- Time taken to resolve each incident
- Incident resolution rate
- Customer satisfaction post-incident
- Adherence to SLA for incident resolution
2. Service Request Fulfillment
KRA: Timely fulfillment of service requests to meet user requirements and expectations.
Short Description: Ensure efficient service request handling.
- Service request response time
- Service request completion rate
- User feedback on service request process
- Accuracy of service request fulfillment
3. Problem Management
KRA: Identifying and resolving root causes of recurring technical issues to prevent future incidents.
Short Description: Proactively address underlying problems.
- Number of recurring incidents resolved
- Reduction in incident recurrence rate
- Effectiveness of problem-solving techniques
- Implementation of preventive measures
4. Customer Communication
KRA: Maintaining clear and effective communication with users to provide updates and gather feedback.
Short Description: Foster positive user interactions.
- Response time to user queries
- Quality of communication with users
- User feedback on communication effectiveness
- Resolution confirmation from users
5. Knowledge Management
KRA: Updating and enhancing knowledge base to facilitate quicker issue resolution and improve service quality.
Short Description: Maintain a robust knowledge repository.
- Knowledge base update frequency
- Knowledge base accuracy rate
- Knowledge base utilization by analysts
- User feedback on knowledge base usefulness
6. Performance Reporting
KRA: Generating and analyzing performance reports to identify trends, areas for improvement, and showcase achievements.
Short Description: Provide insights through data analysis.
- Accuracy of performance reports
- Trend identification in service desk operations
- Recommendations based on report analysis
- Alignment of performance with organizational goals
7. Escalation Management
KRA: Properly escalating complex issues to higher support levels while maintaining ownership and oversight.
Short Description: Ensure smooth escalation processes.
- Timeliness of escalations
- Escalation resolution time
- Feedback from escalated cases on handling
- Reduction in repeated escalations
8. Training and Development
KRA: Continuous learning and skill development to stay updated with technology and improve service delivery.
Short Description: Enhance skills through training.
- Participation in training programs
- Skills improvement post-training
- Application of new skills in daily tasks
- Feedback on training effectiveness
9. Team Collaboration
KRA: Collaborating effectively with team members to share knowledge, workload, and enhance overall productivity.
Short Description: Foster teamwork and synergy.
- Participation in team activities
- Knowledge sharing within the team
- Team productivity enhancement initiatives
- Feedback on team collaboration from peers
10. Continuous Improvement
KRA: Proactively identifying areas for improvement in service desk operations and implementing enhancements.
Short Description: Drive continuous service improvement.
- Number of process improvements implemented
- Impact of improvements on service quality
- Feedback from users on service enhancements
- Alignment of improvements with industry best practices
Real-Time Example of KRA & KPI
Customer Satisfaction Improvement through Incident Resolution
KRA: Enhancing customer satisfaction by improving incident resolution efficiency.
- KPI 1: Average time to resolve incidents reduced by 20%.
- KPI 2: Incident resolution rate increased by 15%.
- KPI 3: Customer satisfaction scores post-incident improved by 25 points.
- KPI 4: Adherence to SLA for incident resolution maintained above 90%.
These KPIs led to significant improvements in customer experience and operational efficiency.
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 Technical Service Desk Analyst.
