Jebin Jayaraj

Highly skilled Service Desk Subject Matter Expert (SME) with 4 years of experience in IT service management, end-user support, and process optimization. Demonstrates expertise in managing ITIL-based service operations, ensuring timely incident and request resolution, and maintaining high levels of customer satisfaction. Experienced in leading support teams, conducting root cause analysis, and implementing knowledge management and continuous improvement initiatives to enhance service efficiency and quality.

Recognized for strong technical troubleshooting skills, process ownership, and the ability to deliver consistent service excellence in fast-paced IT environments.

Senior Analyst/ SME - HCLTech - Chennai, Tamil Nadu

(2024-05)

• Acted as the primary escalation point for complex technical incidents and service requests, ensuring rapid resolution and strict SLA compliance.
• Provided technical guidance, mentoring, and training to Level 1 and Level 2 analysts, improving troubleshooting accuracy and overall team performance.
• Collaborated with multiple teams to resolve major incidents and prevent recurring issues through effective root cause analysis.
• Oversaw incident, request, and problem management using ServiceNow, maintaining precise documentation and optimizing workflow efficiency.
• Developed and maintained SOPs, Knowledge Base (KB) articles, and runbooks, standardizing procedures and enhancing service quality.
• Participated in Change Management processes and trend analysis to identify improvement areas, driving continuous service and process optimization.
• Delivered high-quality remote and on-site support for O365, VPN, hardware/software, and connectivity issues, achieving increased customer satisfaction and first-call resolution (FCR) rates.

TECHNICAL SUPPORT ENGINEER - Movate - Chennai, Tamil Nadu

(2021-09 - 2024-01)

• Delivered Tier 1 and Tier 2 technical support to global users, resolving application, network, and connectivity issues across multiple platforms.
• Handled account recovery, MFA configuration, password resets, and fraud prevention workflows to maintain secure user access.
• Collaborated with QA and development teams to troubleshoot performance issues and implement long-term solutions.
• Created and updated knowledge base articles and tracking reports to improve workflow efficiency and reduce ticket recurrence.
• Consistently achieved high customer satisfaction scores by ensuring timely, professional, and effective technical assistance.

Bachelor of Engineering - Electrical and Electronics Engineering - Maha Barathi Engineering College