IT Service Delivery Associate

ABOUT US 

At HUB International, we are a team of entrepreneurs. We believe in protecting and supporting the aspirations of individuals, families, and businesses. We help our clients evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees to learn, grow, and make a difference. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence.

HUB is a global insurance and employee benefits broker, providing a boundaryless array of business insurance, employee benefits, risk services, personal insurance, retirement, and private wealth management products and services. With over $5 billion in revenue and almost 20,000 employees in 600 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions.

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 u