Service Help Desk
One point of contact. One team. One owner until it's resolved.
When your AV environment needs support, Videopro's Service Help Desk gives your organisation direct access to a dedicated support team by phone, email or through our client portal. Every request is logged, prioritised and managed by people who understand your technology environment, ensuring issues are resolved efficiently and communicated clearly from start to finish.
One team takes ownership until the issue is resolved.
Every support request starts with the right people.
Support is most effective when it's easy to access and backed by people who understand your environment.
At Videopro, the team that receives your request is the team responsible for managing your Managed Services Agreement. They understand your AV environment, your service commitments and your preferred way of working, allowing issues to be prioritised, managed and resolved with efficiency and continuity.
Service Help Desk Capabilities
Our AV Managed Services clients receive unlimited access to our Service Help Desk.
Our Service Desk Agents are available Monday - Friday from 8:00am - 5:00pm AEST.
Videopro’s Managed Services Agreements can include:
- Access to the Service Help Desk by phone, email or client portal.
- Every request logged, acknowledged and tracked through to resolution.
- Ticket acknowledgement within your agreed service level timeframes.
- Priority classification based on incident severity.
- End-to-end ownership by the same Managed Services team.
- Escalation to specialist engineers or field technicians when required.
- Real-time visibility of open requests through the client portal.
- Optional after-hours support for eligible Managed Services Agreements.
- Regular reporting on ticket volumes, incident trends and service performance.
A dedicated support team means fewer handovers, faster resolution and a better support experience.
Talk to an AV Managed Services Specialist
To speak with our AV Managed Services specialists, please contact us on 1300 843 367 or [email protected], or get in touch using the form below.
