I’am a IT manager, i need a monthly KPI basing on daily intervention of my collaborator: qualitative and quantitative KPIs to improve support efficiency, analyse software and hardware quality.
A good starting point will be to measure “First call resolution rate” and “Time to solve user’s query” for your support efficiency.
As for software quality, start with “The number of returning problems” and focus on some usability metrics. To find usability metrics you will need to answer a question about what is important for your users.
Here are some more thoughts about measuring software quality.