What KPI applies to system administrators/system technicians/technical support?

Question

Project management

Hello.
The management wants to implement KPIs for IT department employees (system administrator, service engineer and system technician (aka enikey). They also suggested thinking about this for themselves. What KPIs are used for IT departments?

Answer 1

Looks like someone has nothing to do.
Do you have a sales department? Or support? What is another KPI?

system administrator, service engineer and system technician (aka enikey worker)

The listed specialists do not have streaming work.

Answer 2

System Administrator

Classifier of accidents by damage and planned works, number of accidents for the reporting period, number of planned works carried out, number of changes to equipment
Number of departures

system technician (aka enikey technician)

The number of processed applications.
The principle is as follows - the whole routine is classified by indicators, the contribution of tasks to the achievement of the company's goals is considered, the KPI (norm) for the employee is displayed in accordance with the average values ​​for the previous period.

Answer 3

Why does no one take into account that there could be 2 or more admins?
KPI can be different, moreover, they can be changed depending on where you need to “pull up” the bar higher.
Here are the simplest ones:
- number of tickets closed on time
- number of successful changes
- response time to a ticket/incident
- availability of services

Answer 4

No, in theory, you can try to determine how much time the work was idle due to the fault of the attendants ... But in reality, this will either lead to the fact that the staff will scatter, or it will be useless statistics in the style of "Levada himself will draw the rest by hand."
For the staff itself, such an initiative is indeed a wake-up call. Either the leader is incompetent, or he is also going to get into something in which he is incompetent.