IT Support Intake & Triage Coordinator

Outsourced Quality Assured Services Inc. (ISO Certified); Quezon City; On-site; PHP 279,000 - 391,000; Full time

Job summary

Outsourced Quality Assured Services Inc. is seeking an Intake Associate in Metro Manila to be the first point of contact for clients requesting IT support. The role focuses on communication, triage, and coordination, ensuring requests start correctly and reach the right team swiftly.

You will gather information, triage tickets, and document details to enable efficient handoffs to technical staff. A customer-first mindset and strong organizational skills are essential.

Qualifications

• Excellent verbal and written communication.
• Strong customer-service orientation with professional phone demeanor.
• Detail-focused with thorough documentation practices.

Responsibilities

• Answer incoming client support calls promptly and professionally.
• Capture accurate client, device, and issue information.
• Create clear, actionable tickets for the technical team.
• Triages requests and prioritizes by impact and urgency.
• Escalate critical issues with full context when needed.
• Provide timely updates to clients and log interactions in tickets.

Skills

Communication skills

Customer service

Attention to detail

Questioning skills

Multitasking

Documentation

Phone etiquette

Organizational skills

Ownership & accountability

Tools

Ticketing systems

ConnectWise Manage

Job description

Outsourced Quality Assured Services Inc. is seeking an Intake Associate in Metro Manila to be the first point of contact for clients requesting IT support. The role focuses on communication, triage, and coordination, ensuring requests start correctly and reach the right team swiftly.

You will gather information, triage tickets, and document details to enable efficient handoffs to technical staff. A customer-first mindset and strong organizational skills are essential.