Toronto Network Hour - Virtual

Description

Network Hour is a one-hour, informal virtual session where CIOs and IT leaders connect to share insights, ask questions, and learn from one another. Unlike webinars or vendor presentations, this is a space for open, peer-led discussion — no slides, no sales pitches.

Our June discussion will focus on Support Desk Ticket Management

The IT support desk is often the most visible part of the technology organization, serving as the primary point of contact between IT and the business. Effective ticket management can have a significant impact on employee satisfaction, operational efficiency, and the overall perception of IT within an organization.

For this session, we'll explore how organizations are managing support desk operations today, including:

• Ticket intake and triage processes
• Service level agreements and performance metrics
• Escalation and prioritization practices
• Managing ticket backlogs and recurring issues
• Self-service capabilities and automation
• Measuring customer satisfaction and service quality
• AI and emerging technologies in support operations
• Lessons learned from different service desk models and tools

Whether your organization operates a small internal help desk or a large, multi-tier support organization, join us to share your experiences, hear how others are approaching similar challenges, and exchange ideas that may help improve service delivery.

We’ll kick things off with a quick round of introductions, followed by open discussion.

As a Toronto Chapter member, you should receive an invitation email to this virtual event. If you have not received the invitation and would like to attend, please contact CIOCAN.Toronto.Chapter@ciocan.ca.