AI-Native Service Desk Specialist

🕒 April 25

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OutSystems

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2001

🏢 Enterprise

⚡ Productivity

☁️ SaaS

Enterprise • Productivity • SaaS

OutSystems is a software company that provides a low-code application development platform. It allows organizations to develop, deploy, and manage enterprise-grade applications with minimal coding effort. By simplifying the process of application development, OutSystems helps businesses accelerate their digital transformation and improve productivity.

📋 Description

• Resolve complex IT support requests using AI-assisted tooling • Use natural language interfaces to trigger backend automations for common requests • Escalate and manage Major Incidents • Own end-to-end resolution for cases requiring deeper investigation or vendor engagement • Serve as a primary author and editor of the AI Knowledge Base • Transform the Knowledge Base from a static FAQ library into a dynamic, AI-responsive insight hub • Champion the new AI-powered Digital Portal • Monitor and act on Digital Employee Experience (DEX) telemetry and AI-driven sentiment analysis • Collaborate with the AI engineering team to identify automation opportunities within the support workflow

🎯 Requirements

• Excellent written and spoken English • Minimum 3 years of experience in a Service Desk or IT Support role in an international environment • Strong technical background across end-user hardware and software (macOS and/or Windows) • Experience with Google Workspace, Atlassian Jira and Confluence, and Zoom administration • Genuine curiosity and a bias towards automation • Experience with AI-assisted support tooling, copilots, or LLM-powered productivity tools • ITIL awareness or certification • Service Desk 2nd-line or technical escalation experience • Familiarity with IT automation or scripting (Python, PowerShell, or similar) • Experience with RPA tools or workflow automation platforms • Understanding of DEX platforms or employee experience telemetry

🏖️ Benefits

• A company at the vanguard of the agentic revolution • Real growth opportunities • A global collective of world-class talent • Inclusive culture that nurtures creativity and diverse perspectives • Professional Development Fund and Internal Mobility Program