Job Description: IT Service Delivery Associate

Why This Role Exists

HUB’s IT organization manages thousands of escalated incidents and service requests each year, including access issues, application errors, onboarding problems, and fulfillment gaps. When escalations are delayed or updates do not reach end users, the result is employee frustration, decreased productivity, and a decline in trust in IT’s ability to deliver.

The IT Service Delivery Associate supports the SMO escalation process by assisting the escalation managers and analysts with the daily operational work that keeps the queue moving. Working under the guidance of the Service Delivery Analyst and SMO escalation managers, this role helps triage and route incoming escalations, keep end users informed, support onboarding and offboarding coordination, and assist with hardware provisioning. This is a hands-on, task-focused role ideal for someone building a career in IT service delivery who is eager to learn established processes and grow into broader responsibilities.

Key Responsibilities

Escalation Queue Support

• Assist with managing the SMO escalation queue — Supports the escalation managers and analysts by helping triage incoming incidents and requests, ensuring items are acknowledged, categorized, and routed to the right team.
• Follow up on open escalations — Tracks assigned escalations and follows up with fulfiller groups as directed, helping prevent items from aging and keeping resolution efforts on track.
• Help monitor aging items — Assists with identifying tickets approaching or exceeding service level targets and flags concerns to the analyst or escalation manager for action.
• Provide status updates to end users — Communicates with requestors on the progress of their escalations, keeping them informed so they are not left wondering about the status of their issue.
• Support warm handoffs — Assists with redirecting escalations to the appropriate resolver group when directed, helping ensure a smooth transition with clear context for the receiving team.

Onboarding & Offboarding Support

• Assist with onboarding and offboarding escalations — Helps triage and route IT-related onboarding and offboarding items that flow through the escalation process, following established routing procedures.
• Support proper routing to resolver teams — Assists with directing requests to the designated onboarding/offboarding team, helping reduce mailbox noise and unnecessary manual forwarding.
• Assist with hardware provisioning — Supports the team in coordinating hardware, software, and access provisioning for new hires, break-fix replacements, and PC refresh activities as directed.

User Enablement

• Assist end users with IT requests — Provides basic guidance on processes, timelines, and available options, helping users navigate common requests and directing more complex issues to the appropriate team member.
• Support a positive end-user experience — Approaches every interaction with professionalism and a helpful attitude, contributing to an escalation process that is seen as responsive and reliable.

Escalation Tracking

• Help maintain accurate escalation records — Assists with logging and updating escalation details in the ticketing system, including assignment group, escalation type, and resolution outcome.
• Support reporting efforts — Helps gather and organize escalation data as directed, contributing to the reports that give leadership visibility into volumes, trends, and fulfiller group performance.

What Success Looks Like

• Assigned escalation queue tasks are completed accurately and on time, with items properly triaged and routed
• End users receive clear, timely updates on the status of their escalations
• Aging items are identified and flagged before they become SLA concerns
• Onboarding and offboarding requests are routed correctly following established procedures
• Hardware provisioning tasks are completed as assigned without delays
• Escalation records are maintained accurately and consistently in the ticketing system
• Established processes and workflows are followed reliably with minimal rework

Job Requirements

• High school diploma or equivalent required; associate’s degree or coursework in Information Technology or a related field preferred
• 0–2 years of experience in IT support, help desk, service desk, or a related role
• Exposure to or familiarity with ServiceNow or a comparable ITSM platform is a plus
• Basic understanding of incident management and escalation processes preferred
• Strong attention to detail and the ability to follow established procedures consistently
• Good written and verbal communication skills, with the ability to provide clear updates to end users and stakeholders
• Ability to manage multiple tasks and follow through on assignments without dropping items
• Willingness to learn and take direction from analysts and escalation managers
• Customer-friendly attitude with a commitment to helping end users have a positive experience
• Comfortable working in a structured, process-driven environment with defined workflows and SLAs
• Proficient in Microsoft Office Suite and comfortable learning new IT tools

JOIN OUR TEAM 

Do you believe in the power of innovation, collaboration, and transformation?  Do you thrive in a supportive and client focused work environment?  Are you looking for an opportunity to help build and drive change in a rapidly growing and evolving organization?  When you join HUB International, you will be part of a community of learners and doers focused on our Core Values: entrepreneurship, teamwork, integrity, accountability, and service. 

Disclosure required under applicable law in California, Colorado, Illinois, Maryland, Minnesota, New York, New Jersey, and Washington states: The expected hourly pay range is $20/hr to $25/hr and will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. If you believe that your qualifications and experience surpass the minimum requirements for this role, we encourage you to submit your application. By doing so, we will be able to keep your application on file for consideration for potential future positions within our organization. HUB International is proud to offer comprehensive benefit and total compensation packages which could include health/dental/vision/life/disability insurance, FSA, HSA and 401(k) accounts, paid-time-off benefits such as vacation, sick, and personal days, and eligible bonuses, equity and commissions for some positions.   

Department Information Technology

Required Experience: 1-2 years of relevant experience

Required Travel: No Travel Required

Required Education: High school or equivalent

HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations.

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