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Summary:

Managed IT help desk services can support AV infrastructure by resolving common issues faster and giving employees consistent, reliable access to certified experts at all hours. Most managed providers also offer proactive monitoring, routine maintenance, and fixed monthly pricing that stabilizes long-term costs.

5 Ways Managed IT Help Desk Services Support Your AV Infrastructure

Today’s workplaces use integrated AV for everything from in-person presentations to hybrid work and social hang-outs. When systems like these function as intended, they can boost engagement, help people feel more connected, and make collaboration more effective.

Unfortunately, AV infrastructure is notoriously complicated and IT generalists don’t typically have the knowledge or training to work with it. That means when something goes wrong, you need to know where to get AV help from tech experts quickly.

Managed IT help desk services can resolve this pain point. Below, we’ll explain why and share the top five ways it can help you maintain your AV and other IT infrastructure.

1. Faster Fixes for Common AV Complaints

The vast majority of AV issues fall into an awkward technological no man’s land. They’re too complicated for the average IT generalist to fix, but easy enough for an AV expert to resolve in very little time. This makes it impractical for most businesses to have in-house AV technicians, but it means they still need professional help to prevent AV problems from impacting their operations.

Some examples of common complaints that can create major headaches include:

• Video feeds that lag, buffer, or constantly disconnect.
• Voices that sound robotic, muffled, or clipped.
• Feedback, echoes, and static on audio feeds.
• Problems connecting personal devices to AV tech.
• Screen, display, or digital signage errors.
• Device configuration issues.

Help desk services let you resolve issues like these faster by connecting you with people who know how to diagnose, troubleshoot, and fix them. If a call requires a more hands-on approach, the agent can take ownership and escalate it or dispatch someone to your site.

2. 24/7 Round-the-Clock Support

AV issues don’t care if it’s after traditional office hours, a weekend, or a holiday. They’ll strike at the most inconvenient times, usually without any warning. You’ll pay a small fortune in overtime and/or grossly inflated callout rates to get the help you need at times like these.

With managed IT, certified experts are always just a telephone call, support ticket, text, or email away. All your team has to do is reach out to talk to a live agent who can help you:

• Troubleshoot for the most common AV issues.
• Get answers to questions about using or configuring AV.
• Diagnose, replace, or return faulty devices to the manufacturer.
• Procure new hardware or scale AV up to meet increasing demands

Having a single point of contact to reach out to at all times also eliminates confusion over who’s responsible for what. Instead of finger-pointing and punting, you get a fast fix.

3. Proactive Monitoring and Maintenance

Mundane AV maintenance tasks can eat up a lot of IT resources and pull people away from more important work, but they’re incredibly vital. Proactive maintenance will always be the best way to prevent disruptions and extend the life of your AV, but it takes time.

Managed IT providers handle the day-to-day quietly in the background, helping you stay ahead of issues without tying up your internal team. That includes:

• Remote monitoring and management (RMM) for all AV hardware.
• Automatic or manual patching and software updates without disruptions.
• License tracking and subscription renewals to preserve access to tools
• Full lifecycle planning, including Hardware-as-a-Service (HaaS) and upgrades.

Outsourcing part or all of your AV help desk offloads routine maintenance and frees up your internal IT team to focus on higher-priority work without sacrificing reliability.

4. Help From Certified Experts Near You 

There’s a reason most AV hardware manufacturers or software developers offer certification programs in the first place: you need special knowledge and training to work with them. Many IT generalists will never pursue skills like these because it’s just out of their scope.

ET Group’s help desk technicians are fully certified to work on nearly all major hardware and software programs. This gives you instant access to:

• Experts who know how to install, configure, diagnose, and fix products and platforms from Webex, Zoom, MTR, Planar, Biamp, Extron, Pexip, Shure, SVSI, and more.
• Live, real-time remote support and/or on-site support from certified technicians in your area who have the right training and skills.
• Scalable IT services that meet you where you are and grow with you, whether you’re managing a single huddle space or a complex AV ecosystem over multiple locations.

It’s challenging and expensive to build teams in-house with this level of expertise. If you only need an AV expert a few times a month, it makes no sense to hire someone and pay them $100,000+ per year.

5. Control Long-Term Costs

The upfront costs to buy AV equipment are high enough on their own. If you’re constantly spending or losing money on call-outs, early device failures, AV emergencies, and downtime, you aren’t getting a great return on your investment.

Managed IT makes your investment more effective because:

• Devices last longer with proper maintenance and care.
• Fixed monthly pricing is more affordable than pay-per-incident call-outs.
• Problems get resolved faster before sales or productivity can suffer.
• You can develop a long-term IT strategy to ensure success.

According to the results of a CompTIA survey, over a third of all businesses who use managed services save 25–49% on their IT costs each year. That’s a significant savings when you consider that most businesses spend around 4% or more of their revenue on IT.

Get Fast and Reliable Help From ET Group

Modern AV tools can be powerful, but they won’t provide any value if teams can’t rely on them and use them with confidence. ET Group’s managed IT help desk services make getting access to the expert help you need easier and more cost-effective.

Get fast, friendly support from industry experts who can keep your AV running smoothly so people can focus on what matters without interruptions. Book a discovery call today.

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