Insight Enterprises, Inc. – Mandaluyong City, Metro Manila – Requisition Number: 79207
Knowledge Specialist I
BASIC FUNCTION OF JOB
The Knowledge Specialist 1 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.
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:
Manage the knowledge article lifecycle leveraging KCS standards including creating, reviewing, updating and archiving knowledge.
Assist with migration of client knowledge into Insight’s KMS system.
Train and coach agents on knowledge management best practices.
Review knowledge usage reports for opportunities to increase adoption and to identify knowledge gaps.
Coordinate the development of client portals including gathering design requirements.
Support client self-service portals through the posting of content and reviewing the portal of accuracy on a regular basis.
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.
Coordinate training for agents as directed. Administer proficiency test to agent-in-training and provide results and training recommendation to their supervisor for continual placement with client’s account per training policies.
Education and/or Experience:
Bachelor’s Degree Holder (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.
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, . Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ 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 insight.com.
Founded in 1988 in Tempe, Arizona 11,000+ teammates in 21 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe $9.2 billion in revenue in 2018* Ranked #430 on the 2019 Fortune 500, #14 on the 2019 CRN Solution Provider 500 2019 Adobe Americas Partner of the Year, 2019 Cisco Global-Americas Partner of the Year, 2019 Intel IoT Solutions Partner of the Year, Microsoft U.S. Azure Partner Choice Award for Data/AI, Microsoft Azure Expert Managed Services Provider Ranked #23 on the 2019 Fortune 50 Best Workplaces in Technology, #70 on the 2019 Fortune 100 Best Workplaces for Diversity, and #7 on the Phoenix Business Journal 2019 list of Best Places to Work (Extra Large Business) Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance Proforma to include PCM, Inc. for fiscal year ended Dec. 31, 2018 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. Posting Notes: Manila || National Capital Region (PH-00) || Philippines (PH) || None || None || PH – Mandaluyong . – Permanent – Full-time