Service Desk

Round 1: SHL Assessment (AMCAT) → Round 2: Walk‑in Technical Interview (service desk scenarios, tool knowledge) → Round 3: HR Interview (fit & cultural alignment)

The Infosys BPM interview process typically starts with an online SHL (AMCAT) assessment focusing on basic analytics, English comprehension, and email writing. Successful candidates are invited to a walk‑in interview where they face scenario‑based technical questions on Microsoft tools and networking, followed by an HR round that evaluates cultural fit and communication skills. Preparation should include mock tests, clear articulation of past project experiences, and familiarity with ServiceNow workflows.

Infosys BPM promotes a collaborative work culture with a strong emphasis on learning and mentorship. Employees enjoy flexible shift options, regular upskilling programs, and a balanced approach to work‑life integration. The organization’s global footprint provides exposure to diverse projects and career growth opportunities.

Any full‑time graduate (B.Tech, B.Sc, B.Com, BA, etc.) with a valid degree certificate, no active backlogs, minimum 60% aggregate (or equivalent CGPA). Must be able to work 24x7 rotational shifts. Candidates should possess good command of English (written & verbal) and be comfortable with basic computer operations.

Infosys BPM is the business process management arm of Infosys, one of India’s largest IT services companies. With a presence in more than 30 countries, Infosys BPM helps global enterprises streamline operations, improve customer experience and drive digital transformation. The organization is known for its strong focus on employee development, a culture of continuous learning, and a robust framework for career progression. As a fresher-friendly employer, Infosys BPM offers structured onboarding, mentorship programs, and exposure to cutting‑edge tools used by Fortune‑500 clients. The Service Desk role is the frontline of IT support, responsible for ensuring seamless digital experiences for internal users and external customers. Candidates will work in a fast‑paced environment, handling incidents, service requests, and escalations across Microsoft ecosystems and networking platforms. The position is ideal for graduates who are passionate about problem‑solving, have good communication skills, and are eager to build a career in IT service management. **Key Responsibilities** 1. Provide first‑line support for Microsoft tools such as Outlook, Windows OS, Teams, OneDrive, and Active Directory. 2. Log, triage, and resolve incidents using the ServiceNow ticketing platform. 3. Diagnose and troubleshoot network connectivity issues, including VPN, TCP/IP, and OSI‑layer problems. 4. Perform user account provisioning, password resets, and access management in AD. 5. Escalate complex technical problems to higher‑level support teams while maintaining clear communication with the requester. 6. Document solutions and create knowledge‑base articles for recurring issues. 7. Monitor service level agreements (SLAs) and ensure timely closure of tickets. 8. Participate in shift rotations (24x7) to provide round‑the‑clock support. 9. Collaborate with cross‑functional teams to implement minor system upgrades and patches. 10. Deliver excellent customer service through polite, professional, and clear verbal and written communication. **Tech Stack**: Microsoft Windows, Outlook, Teams, OneDrive, Active Directory, ServiceNow, VPN clients, basic networking (TCP/IP, DNS), MS Office Suite. **Growth Path**: Successful Service Desk executives can progress to Senior Analyst, Team Lead, Incident Manager, and eventually to roles in IT Operations, Process Management, or specialized domains such as Cloud Services and Cybersecurity. **Why Join Infosys BPM?** The company offers a structured learning environment, exposure to global clients, competitive compensation, and a clear promotion ladder. Freshers gain hands‑on experience with industry‑standard tools, receive certifications, and benefit from a supportive culture that values innovation and work‑life balance.