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Training and QA Lead- Service Desk
Insight Enterprises, Inc. | Tempe, Arizona
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Job Description

Req ID: 40981


Responsible for creating and implementing training programs and overseeing the development of careers. Sets performance metrics, evaluates productivity, and helps workers create long-term career plans within an organization.

Primary responsibilities - Training

  • Develop, implement, and monitor training programs within Service Desk..
  • Supervise technical training for staff.
  • Conduct orientation sessions.
  • Create brochures and training materials to support Clients.
  • Develop multimedia visual aids and presentations as required.
  • Create testing and evaluation processes for training materials and general skill assessment.
  • Evaluate needs of the Service Desk and deliver plan for required training programs accordingly.
  • Conduct performance evaluations.
  • Provide agents and other staff with classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.
  • Conduct continuing education training.
  • Provide leadership development education.
  • Build solid cross-functional relationships.
  • Provide logistical support, course development, delivery, evaluation, process measurements, and cost management.
  • Plan the implementation and facilitation of activities and events, budget spending, material production and distribution, and other resources to ensure that operations are managed within authorized budgets.
  • Assist with the development of strategic plans.

Additional Responsibilities – QA

  • Administrate QA calibration process
    • Calibration meeting
    • Call batching
    • Spot checking
    • Data capture
  • Monitor Supervisor QA calibration scores
  • Capture training opportunities from QA process and map to curriculum


About Insight


Insight’s success begins with our people making meaningful connections every day. Our culture lives in our teammates. Insight is looking for great people who will embrace our values of Hunger, Heart and Harmony. Hunger to create new opportunities for our clients. Heart to make a positive impact in people’s lives. Harmony to celebrate each other’s unique contributions to bring solutions to clients.


Join our as we work to deliver the best solutions through Intelligent Technology™, the new IT.


  • Global technology provider of IT hardware, software and service solutions
  • Fortune 500 company founded in 1988
  • 5,400 teammates worldwide, operating in 22 countries
  • One of The Valley’s 2016 Healthiest Employers (Phoenix Business Journal)
  • 2015 Dell Healthcare Partner of the Year, 2015 HP PartnerOne Financial Services Partner of the Year, 2016 Cisco Gold Certification, Microsoft’s No. 1 Global Licensing Solution Provider


Discover more at insight.com or email jobs@insight.com.


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: Tempe || Arizona (US-AZ) || United States (US) || None || None || Tempe, AZ ||

About Insight Enterprises, Inc.

Insight Enterprises, Inc. (Insight) is a provider of brand-name information technology (IT) hardware, software and services to large enterprises, small to medium-sized businesses (SMB) and public sector institutions in North America, Europe, the Middle East, Africa and Asia-Pacific. The Company operates in three geographic operating segments: North America; Europe, Middle East and Africa (EMEA), and Asia and Pacific (APAC). Insight is located in 22 countries, and supports clients in 170 countries, transacting business in 17 languages and 13 currencies. The Company's offerings in North America and the United Kingdom include brand-name IT hardware, software and services. Its offerings in the remainder of its EMEA segment and in APAC only include software and select software-related services. In March 2007, the Company completed the sale of PC Wholesale, a division of its North America operating segment, which was engaged in the business of selling IT products. (Source: 10-K)

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