1. Analyze and monitor the help desk provider, guaranteeing compliance with service levels, on-site support, and the escalation of incidents or problems to the corresponding instances. 2. Analyze, examine and execute productivity statistics, process monitoring achieving the preparation of accurate reports that provide support for the improvement of the help desk. 3. Train users of the service, the process and the incident attention channels,

Lead the Service Desk and take it to a higher level of maturity following the good practices set forth by ITIL.

Coordinate the Supports that work from 3 locations: Medellín, Bogotá and Barranquilla. Monitoring of the internal Help Desk and Management of Incidents and Problems according to what is indicated by ITIL... Programming in Visual C#.

ITIL practices are established in the company to carry out the follow-up of the Supports.

Manage and Support the Globoschool Platform, Survey of requirements for modules and new Plugins, Support in English to users from other countries.

Effectively manage and support the company's software.