knowledge spe cialist iInsight Enterprises

Requisition Number: 90624
BASIC FUNCTION OF JOB
The Knowledge Specialist is responsible for creating, updating and reviewing knowledge articles, conducting quality assessment (QA) reviews of calls, chats and tickets, and assists with the coordination of training activities within the Service Desk.
WORK PERFORMED
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential Functions of the Job:
Review agent calls/chats/tickets through audio/screen capture ensuring that agents have taken and assign agent a call score based upon QA scoring rubrics.
Observe call trends based upon collective scoring and provide recommended individual or collective training for agents to take on a monthly basis.
Coordinate the creation of reports from QA, knowledge, and self-service usage to generate weekly/monthly reports for service desk agents, management and clients.
Work with members of leadership regarding individual and desk-wide trends on agent calls and knowledge usage including performance activities for service desk agents.
Maintain standards with other observers by calibrating each other's calls based upon QA Policy.
MINIMUM REQUIREMENTS
Education and/or Experience:
Two-year Associate Degree (field related) or equivalent experience required. Must have a minimum of two years helpdesk experience in a corporate environment. Requires working knowledge of all hardware/software concepts, including all supported Microsoft products and network/account management tools. Understanding of KCS concepts or KCS certification preferred, but not required. Previous QA or Knowledge article development is preferred, but not required.
KNOWLEDGE, SKILLS, AND ABILITIES
Highly articulate and professional in both oral and written communication, as well as presentation, persuasion and negotiation skills to achieve desired result needed. Ability to read, analyze, and interpret general business/ professional journals, technical procedures, or regulations required. Ability to effectively present information and respond to questions from groups of managers, customers, other employees a must. Ability to respond effectively to sensitive inquiries or complaints. Ability to write using original or innovative techniques or style. Ability to make effective and/or persuasive presentations on controversial or complex topics to management. Ability to interpret data and create meaningful reports is required.
The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, .
About Insight
Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology SolutionsTM and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at
Founded in 1988 in Tempe, Arizona
11,000+ teammates in 19 countries providing Insight Intelligent Technology SolutionsTM for organizations across the globe
$8.3 billion in revenue in 2020
Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work
Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance
Today's talent leads tomorrow's success. Learn about careers at Insight:
Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.
Insight Manila Location: 10F-11F Robinsons Cyber Omega, Pearl Drive, Ortigas Center, Pasig City, Metro Manila, Philippines 1605.
Insight Enterprises

Pasig City, Metro Manila
Permanent
Full-time