PDG-IT

Administrative Assistant

• Handle tickets in specialized tools, managing the process from start to finish (opening, recording, monitoring response times, tracking status, and identifying recurring requests).
• Identify key issues and propose solutions to drive continuous improvements in internal processes.
• Ensure excellence in ticket support and service.
• Contribute to the continuous improvement of the company’s processes.

Administrative Assistant – IT Support

Analyst

• Formalize the Process Owner/Process Manager structure and implement the ITSM governance plan
• Structure and increase the maturity of Incident, Change, Problem, Configuration/Asset, Service Catalog, Request, SLA, and Knowledge Management processes
• Monitor KPIs, SLAs, and OLAs, reporting progress, metrics, and deviations directly to management and executive leadership
• Mobilize internal teams, partners, and vendors to execute action plans focused on digital transformation
• Act as a transformation and governance agent in IT Service Management (ITSM)
• Lead the advancement of ITIL process maturity, define governance roles, and ensure strategic alignment between IT and business functions

ITSM Analyst – Tool Configuration

• Evaluate new product registrations in the company’s system
• Activate, deactivate, and maintain product data
• Actively collaborate with the Sales and Logistics teams
• Handle and provide support for service tickets through CSA
• Support the department’s administrative routines, ensuring the organization and accuracy of information and registrations in the system

Administrative Assistant – IT Support

ITSM Analyst – Tool Configuration

Administrative Assistant – Product Registration