to ask, but "KRA"?

key responsibility area.

explains that KRA stands for Key Result Area. As far as he understands it his job has definite KRA areas which have KPIs under them.

just copy someone else's

it's too hard to come up with his KRA, his job differs each day!

KPI?

key performance indicators

they don't explain them in job descriptions ;p

tneilen should make his KRAs vague and high-level. They can be demonstrably satisfied - but not place high obligations upon you...

what would be example KRAs for a help desk support role?

Providing greater customer satisfaction. You can create your own KPIs from number of calls (serving more customers) to lack of bad feedback

thanks for the example ^^

you should ask docbaty the best way to fudge the numbers...

but obviously, providing negative metrics as KPIs is better for you: like "measure of bad feedback": Wow! None this year! I did well!

if it's useful to point out the % of calls resolved at your level (ie without the need for escalation)

metrics can be kinda like the churches reply to how God answers prayers, as demonstrated in this funny clip