IT Service Delivery Associate

HUB International is a global insurance and employee benefits broker dedicated to supporting the aspirations of individuals and businesses. The IT Service Delivery Associate role involves managing escalated incidents, assisting with onboarding and offboarding, and ensuring effective communication with end users to enhance their experience with IT services.

Responsibilities

• 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
• 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
• 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
• 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

Skills

• High school diploma or equivalent required
• 0–2 years of experience in IT support, help desk, service desk, or a related role
• 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
• Associate's degree or coursework in Information Technology or a related field
• Exposure to or familiarity with ServiceNow or a comparable ITSM platform
• Basic understanding of incident management and escalation processes

Benefits

• Health/dental/vision/life/disability insurance
• FSA
• HSA
• 401(k) accounts
• Paid-time-off benefits such as vacation, sick, and personal days
• Eligible bonuses
• Equity and commissions for some positions

Company Overview

Company H1B Sponsorship