Intake & Triage Specialist (IT Support)

Outsourced Quality Assured Services Pty; Philippines; On-site; PHP 279,000 - 502,000; Full time

Job summary

Outsourced Quality Assured Services Pty is seeking an Intake Specialist to be the first point of contact for clients requesting technical support. You will handle incoming support calls, triage requests, and create precise tickets to enable fast resolution.

This role focuses on communication, triage, and coordination rather than deep technical troubleshooting. You will ensure information is complete and properly routed to the right teams, keeping clients updated throughout the intake process.

Qualifications

• Strong verbal and written communication skills.
• Excellent customer service and telephone skills.
• Strong attention to detail and documentation.
• Ability to ask effective follow-up questions.
• Ability to prioritize multiple incoming requests in a fast-paced environment.
• Comfort working with ticketing or service management systems.
• Basic understanding of computers, Microsoft 365, networking, phones, and common business technology.
• Ability to recognize when an issue requires escalation rather than attempting to resolve it independently.

Responsibilities

• Answer incoming client support calls promptly and professionally.
• Serve as the first point of contact for clients reporting technical problems or requesting IT assistance.
• Gather relevant contact, device, system, and issue information.
• Create accurate and detailed service tickets for all communications.
• Verify client, company, contact, agreement, affected device, and preferred callback information.
• Write clear summaries so others can act quickly on issues.

Skills

Verbal communication

Written communication

Documentation

Questioning effectively

Prioritization

Ticketing systems

MS Office & Microsoft 365

Tools

ConnectWise Manage

PSA or ticketing platform

Job description

Outsourced Quality Assured Services Pty is seeking an Intake Specialist to be the first point of contact for clients requesting technical support. You will handle incoming support calls, triage requests, and create precise tickets to enable fast resolution.

This role focuses on communication, triage, and coordination rather than deep technical troubleshooting. You will ensure information is complete and properly routed to the right teams, keeping clients updated throughout the intake process.