Technical Service Desk KRA/KPI

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.