Managed service in AV is not the typical IT service desk, and the landscape of AV device management has been changing. I’m going to unpack this statement drawing on my 16 years of AV experience, nearly 10 of which were spent in service roles as a coordinator, general service technician, and on-site support technician.

Let’s consider the on-site AV managed service and how the approach could be different from the traditional IT on-site service desk model. This may sound bold and a bit confusing, so let me clarify through examples from my experiences. Typically, a business working with an AV integrator has an account manager. This manager juggles a list of clients who require quotes, system designs, device recommendations, or demos. Often, this manager relies on internal resources like system designers or engineers, along with supplier/vendor contacts, to fulfil these requests.

Meanwhile, the service department, responsible for responding to tickets, frequently faces delays due to a backlog from various clients. An on-site resource, while employed by the integrator, works directly at the customer’s site, aligning closely with the account manager and service department. Their role is multifaceted: they start their day by checking AV systems, continue to monitor them throughout the day, perform system maintenance, advocate for the business’s needs to the integrator, connect with internal resources, and resolve issues raised by users either directly or via the business’s internal ticket system.

“Ellery, this does not sound that different,” I hear you say. While sure, an IT on-site service desk might not walk around the office inspecting PCs, etc., they also have far more devices to maintain, sometimes so many that they are overwhelmed with tickets. They also become the de facto level 1 support for AV spaces if there is no dedicated resource.

However, an AV on-site technician should also immerse themselves in the customer’s environment. They can observe how users interact with the systems, gather feedback on pain points, and relay this information along with potential solutions or improvements back to the service owner. This could involve suggesting unconsidered options that enhance system usability. All the while, they ensure their recommendations align with the account manager’s strategies, helping the integrator deliver tailored solutions to the business. This balance is delicate, as the on-site resource must navigate their role without being mistaken for a direct employee of the business they serve. They are there to quickly and proactively address system issues, thus minimising downtime and often informing the business of resolutions before problems escalate into formal tickets. Their presence also negates the need for scheduling extensive maintenance checks, as they can inspect and service equipment between regular meetings. With experience comes industry knowledge, and they also have access to the same internal resources and supplier/vendor contacts. All this frees up the existing IT service desk and the service owner to focus on other tasks.

Like the Room of Requirement, may this post be exactly what you needed.

Magically yours,
Ellery Hulme
(they/he)

Understanding My aproach to AV On-site support