Support Solutions

Help Desk

What is Help Desk?

As the foundation of your support program, our dedicated Help Desk provides first level troubleshooting and second level remote diagnostics, before dispatching a technician to try and minimize downtime of your system. The Help Desk is responsible for logging your incidents, assignment of resources, and managing your tickets from the initial request to closure.

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  • Happy, helpful humans

    Forget waiting on hold, every interaction with our Help Desk puts you in touch with real people who provide friendly, professional service.

  • Certified professionals

    Our support team is made up of certified professionals in the leading software and hardware platforms for AV Technology.

  • Hands-on service

    Help Desk manages your tickets, reports, products, resources and more with a dedicated and personal level of care.

What's Included?

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Asset + Configuration Management

This is fundamental to developing a comprehensive inventory of your ecosystem. This includes info about the equipment, warranty, licensing dates, and any other relevant details.

Incident Escalation and Management

We offer a variety of ways to open support tickets, including our online ticketing system, email, and telephone. Be sure that any incidents that occur will be resolved quickly and efficiently, minimizing the impact on your business operations.


Collective ticket reports are shown by overall totals, as well as broken down by specific categories such as Unified Communications, Help Desk, and Onsite Support to give you a clear understanding of the service requests, their source issues and resolution types.

Return to Manufacturer

Experienced technicians will work closely with manufacturers to diagnose and replace any faulty equipment as quickly as possible.

Product Procurement

We will quote and manage the procurement process, ensuring that you receive the right products and that they are delivered and installed quickly and efficiently.

We're certified in leading AV technology hardware and software


Featured Insights

7 Most Common Problems in an IT Work Environment & How to Fix Them

From compatibility problems across different services to team members who may not all be on the same page about how to use your setup, there are many IT problems that can plague you unless you approach them proactively.

Selected Clients


"ET Group took the time to understand our needs as an organization and worked with us to develop a custom strategy tailored to our particular needs. Through detailed consultation, quick response times and excellent customer service, they have helped the York University Student Centre Build an AV program that will serve students for years to come, and help us deliver our mission to our community."

"From the start of our new office build through to our move-in date, ET Group were outstanding business partners. They pushed our thinking on the use and integration of technology not only in our corporate offices but throughout our organization, proposed a wide range of technology options to meet both specific departmental and budgetary requirements and have provided us with solid after sale service."

"Your team dug down and found out what the issues were. There would have been no way of our team being able to troubleshoot most of these issues."

“The Innovation Labs got us so excited about the possibilities for our new company direction with regards to our spaces, our technology, and how it interconnects with our people.”

Start your hybrid journey with a complimentary consultation.

Our workplace technology specialists will guide you through a complementary process to surface your workplace pains, gains, workflows, user experience, and more.