Description: * Education: Completed or ongoing undergraduate degree in Information Technology, Engineering, Administration, or related fields. * Knowledge of ITIL best practices (especially Incident, Problem, and Change Management). * Analytical ability, strong communication skills, proactivity, and critical thinking to propose service improvement initiatives. * Monitor calls to assess service quality. * Conduct evaluations of call monitoring sessions and incident records in the system. * Provide individual feedback to analysts to encourage continuous development. * Identify training and retraining needs based on monitoring results and performance indicators. * Prepare, organize, and deliver technical and behavioral training for the team. * Maintain an updated and organized document repository, ensuring information standardization. * Develop and implement motivational campaigns to engage and recognize the team. * Support management in identifying and tracking internal talent for development plans. * Prepare quality reports and metrics, highlighting opportunities for improvement. * Collaborate with internal departments to define and standardize processes related to Service Desk operations. * Support internal and external audits, ensuring compliance with IT governance standards and best practices. 2512180202551873690