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LCB service desk handles roughly 210 tickets per week, staff say
Summary
LCB IT staff told the Executive Management Team they handle about 210 tickets per week, with roughly 80% from external LEADS users and 20% from internal staff, and that RISE and EasyVista improvements should provide better response metrics starting in September.
Ian Sloan, the Liquor and Cannabis Board's chief information security officer and service‑desk mentor manager, said the service desk operates on a structured ticketing workflow and emphasized triage and escalation processes that route high‑risk incidents immediately to specialists. "The workflow begins with ticket submission...every request is logged and prioritized giving us full visibility into trends, emerging issues and operational impacts," Sloan said.
Sloan reported the team manages on average "210 tickets per week," with about 80% of those requests originating from external LEADS portal users and 20% from internal staff. Board and management members asked for response‑time targets and metrics; IT leaders said RISE (the customer‑experience reengineering project) and enhancements to EasyVista will provide more detailed metrics beginning in September.
