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KPI For Support Engineer:: Sl. No. Key Result Areas (Kras) Kpi / Target Score Scale

This document outlines key performance indicators (KPIs) and targets for a Support Engineer. It lists 5 key result areas: 1) system support and configuration, 2) first level system and network support, 3) effective communication, 4) documentation, and 5) training and workshops. Specific KPIs and targets are provided for each area, with a total possible score of 100 points. Performance will be reviewed against these KPIs.

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Sisir Karmaker
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635 views1 page

KPI For Support Engineer:: Sl. No. Key Result Areas (Kras) Kpi / Target Score Scale

This document outlines key performance indicators (KPIs) and targets for a Support Engineer. It lists 5 key result areas: 1) system support and configuration, 2) first level system and network support, 3) effective communication, 4) documentation, and 5) training and workshops. Specific KPIs and targets are provided for each area, with a total possible score of 100 points. Performance will be reviewed against these KPIs.

Uploaded by

Sisir Karmaker
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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KPI / TARGET SETTING & PERFORMANCE REVIEW FORM

KPI for Support Engineer:

Sl. No. KEY RESULT AREAS (KRAs) KPI / TARGET SCORE


SCALE
System Support & Configuration a. Average Handling Time (AHT) should be Maximum
a. Complaints Received & 10 minutes.
response. b. Targeted First Call Resolution (FCR) 5% of total Call
b. Average Handling Time Handled.
1 (AHT) c. Minimum 95% accuracy in escalation of support 40
c. First Call Resolution (FCR) requests to relevant area.
d. Minimum 95% Follow-up of active tickets within
next 12 Hrs of ticket creation.
a. 99% average within 10 minutes responses on Call /
Monitoring Alarm.
b. Average amount of time 90 Minutes to repair the
2 1st Level System & Network system after a failure occurred. 30
Support. c. Average amount of time 90 Minutes to repair the
Network after a failure or outage occurred.

a. 100% Customer/Owners feedback post any System


or Network support.
Effective Communication b. 100% Preparation of the RC/RCA Report within 30
3 10
Minutes of issue identification.
c. 30% Proactive Action plan in RCA.

Prepare system & network outage report, Morning


checklist, Shift Handover report, Assist IT-Planning
4 10
Documentation team to prepare asset inventory report.

Training & attending Minimum 1 Training or 1 workshop relevant to job


5 10
workshops role.
Total 100

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