IT Service Intake Specialist: Client Intake & Triage

Outsourced; Metro Manila; On-site; PHP 180,000 - 240,000; Full time

Job summary

Outsourced in Metro Manila seeks an Intake Associate to be the first contact for clients requesting technical support. You will answer calls, triage tickets, collect accurate information, and escalate when needed.

The role focuses on communication, coordination, and proper handoff to the technical team, ensuring requests start correctly and move promptly to resolution. Training on PSA tools may be provided.

Qualifications

• Strong verbal and written communication skills with customers and teams.
• Excellent customer service and telephone skills, with a professional demeanor.
• High attention to detail and thorough documentation in tickets.
• Ability to ask effective follow-up questions to gather precise data.
• Ability to prioritize multiple incoming requests in a fast-paced environment.
• Experience or familiarity with ticketing or service-management systems.
• Basic understanding of computers, MS 365, networking, and common business tech.
• Know when to escalate issues rather than resolve independently.
• Strong organizational and multitasking abilities.
• Dependable attendance and punctuality.

Responsibilities

• Answer incoming client support calls promptly and professionally.
• Serve as the first point of contact for clients reporting problems or needing IT assistance.
• Gather relevant contact, device, system, and issue information.
• Create accurate service tickets for calls, emails, and portal requests.
• Verify client and contract details, and write clear issue summaries.
• Document issue onset, affected users, error messages, changes, and actions taken.
• Monitor requests and triage tickets according to procedures.
• Escalate critical issues immediately with clear client impact and details.
• Provide clients with updates and next steps as needed.
• Maintain clear, professional written communication throughout the process.

Skills

Communication

Customer service

Attention to detail

Follow-up questions

Prioritization

Ticketing systems

Microsoft 365

Networking basics

Organizational skills

Punctuality

Tools

ConnectWise Manage

Job description

Outsourced in Metro Manila seeks an Intake Associate to be the first contact for clients requesting technical support. You will answer calls, triage tickets, collect accurate information, and escalate when needed.

The role focuses on communication, coordination, and proper handoff to the technical team, ensuring requests start correctly and move promptly to resolution. Training on PSA tools may be provided.