Help Desk
Expert AV support to resolve issues before they disrupt operations
Trusted by Leading Companies
AV Support Challenges in Real Work Environments
Reliable AV Support Starts With the Right First Call
A Help Desk built specifically for AV and meeting room technology means faster resolution, fewer escalations, and a support experience that understands the environment your teams depend on. ET Group's Help Desk provides first-level troubleshooting and second-level remote diagnostics to reduce downtime and protect your meeting experience from the moment an issue is reported.
What Our Help Desk Services Deliver
Fast Resolution from AV-Certified Professionals
Every ticket is handled by technicians trained and certified in the platforms and hardware your environment runs on.
Comprehensive Support in One Place
We manage first-level troubleshooting and second-level remote diagnostics. This minimizes downtime while keeping support structured and accountable.
Real People, Every Time
Every interaction puts you in touch with a real person who understands your environment and is focused on resolution rather than simply trying to close a ticket.
Local Coverage Across Canada
Our support team is located coast-to-coast, providing real-time responses from agents who operate in your time zone and understand your regional context.
Proactive and Progressive Incident Tracking
We do more than respond to disruptions. Our team tracks every ticket, reports on incident trends, and uses that data to prevent recurring issues and future disruptions.
Asset and Procurement Support
We manage your technology inventory, coordinate procurement, and handle manufacturer returns for faulty equipment. We also manage vendor escalations and warranty processes.
What You Get from Our Help Desk Services
Our support ensures issues are diagnosed accurately and resolved efficiently without unnecessary back-and-forth.
-
Guaranteed SLAs
-
AV troubleshooting and remote diagnostics
-
Asset configuration and inventory management
-
Incident escalation and management
-
Manufacturer returns and product procurement
-
Onsite support when required
Spaces We Support
Our Help Desk services ensure seamless communication and collaboration for teams in a wide variety of work environments.
Boardrooms
Conference Rooms
Huddle Spaces
Training Rooms
Multi-Purpose & Break Rooms
Classrooms & Learning Spaces
Open Collaboration Spaces
Courtrooms
Command & Control Rooms
How Our Help Desk Process Works
Comprehensive Help Desk Support for Your AV Ecosystem
Help Desk is the first line of response, but it doesn't work in isolation. ET Group's remote monitoring, onsite support, and managed services work together to give your AV environment consistent coverage without placing that burden on your internal IT team.
What common problems does ET Group’s Help Desk solve?
Our support technicians are trained to handle a wide variety of challenges, but some of the most common ones we encounter in hybrid meeting spaces include:
- Restoring default settings between meetings
- Compatibility and security issues caused by out of date software or firmware
- Permissions and access errors
- Adding and removing users
- Meeting connection issues
- Inconsistent audio and video quality
- File sync and storage issues
When will ET Group send a support technician to my location?
We follow a three-step process to ensure timely and efficient responses to all support requests:
Step 1: Troubleshooting. Our remote team works with you to understand the issue and determine whether there are immediate steps you can take to solve it.
Step 2: Remote diagnostics. If we cannot troubleshoot the issue, we perform diagnostics on our end to analyze the problem and determine whether it can be solved without dispatching a technician.
Step 3: If remote diagnostics are not enough to solve the challenge, we send a local service technician to your premises with the skills and equipment to solve the problem onsite.
Where is ET Group’s support team located?
Our support agents are located coast-to-coast across Canada in order to be central to our customers and provide real-time support across local timezones.
What professional certifications do ET Group’s technicians have?
Our AV support team members are fully certified in all major hardware and software programs to ensure a complete understanding of your technology ecosystem, including diagnostic and repair needs.
Our certifications include:
- Microsoft Teams
- Zoom
- Crestron
- Cisco
- Poly
- Planar
- Biamp
- Extron
- Pexip
- Shure
- SVXI
- AMX by Harman
- ClearOne
- Jabra
- Logitech
… and more.
Can’t my in-house IT team maintain my meeting room technology?
AV experts aren’t made overnight. Your IT team is already focused on core systems, and managing meeting room technology, platforms, and device updates quickly becomes a full-time job. We handle the ongoing complexity – platform changes, device compatibility, vendor escalations, and support—so your team doesn’t have to. When issues arise, we respond quickly and keep your rooms running without disruption.
Does Remote Monitoring require access to our network?
Yes, limited network access is required to deploy and manage Remote Monitoring. We do not access or view any private data. Our tools align with enterprise security standards (e.g., SOC 2, GDPR), and we support cloud, on-premises, or hybrid deployments based on your IT policies.
