IT Intake & Triage Specialist

Outsourced; Quezon City; On-site; PHP 223,000 - 290,000; Full time

Job summary

Outsourced is seeking an Intake Associate to be the first point of contact for clients requesting technical support. This role emphasizes clear communication, triage, and coordination to ensure requests are captured accurately and routed quickly to the correct team.

The Intake Associate will handle calls, triage tickets, gather essential details, document actions, and escalate urgent issues while keeping clients informed throughout the intake and handoff process.

Qualifications

• Strong verbal and written communication skills.
• Excellent customer service and telephone skills.
• Ability to prioritize multiple incoming requests in a fast-paced environment.
• Experience with ticketing or service management systems.
• Familiarity with MSP IT services and PSA platforms.

Responsibilities

• Answer incoming client support calls promptly and professionally.
• Create accurate service tickets for phone calls, emails, portal requests, and other support communications.
• Verify the client, company, contact, agreement, affected device, and preferred callback information.
• Write a clear summary that allows another team member to quickly understand the issue.
• Document when the issue began, who is affected, error messages, recent changes, and actions already attempted.
• Complete required ticket fields before the ticket moves forward.
• Separate unrelated requests into individual tickets when necessary.
• Monitor incoming requests and triage new tickets according to established procedures.
• Review each request for completeness and obtain missing information when necessary.
• Determine impact and urgency so the appropriate priority can be established.
• Recognize the difference between routine requests and issues requiring immediate attention.
• Prepare tickets for the next stage of the service process within established service-level expectations.
• Focus on gathering facts and framing the issue clearly rather than performing extended troubleshooting.
• Notify the appropriate service team when a request requires urgent attention.
• Clearly communicate the client impact, urgency, symptoms, and relevant details during the escalation.
• Ensure the receiving team has enough context to act without repeating the intake process.
• Continue facilitating communication when required for priority incidents.
• Ensure requests do not sit without appropriate action or communication.
• Provide clients with updates when additional information is needed or when a request has been handed off.
• Document client conversations, status changes, and relevant updates in the ticket.
• Follow up on missing information when necessary.
• Help clients understand the next step in the support process.
• Maintain clear, professional, and client-friendly written communication.

Skills

Verbal communication

Written communication

Customer service

Documentation

Questioning skills

Prioritization

Ticketing systems

Microsoft 365

Basic IT knowledge

Escalation ability

Organization

Punctuality

Tools

ConnectWise Manage

Job description

Outsourced is seeking an Intake Associate to be the first point of contact for clients requesting technical support. This role emphasizes clear communication, triage, and coordination to ensure requests are captured accurately and routed quickly to the correct team.

The Intake Associate will handle calls, triage tickets, gather essential details, document actions, and escalate urgent issues while keeping clients informed throughout the intake and handoff process.