In many organisations, AV issues can dominate the IT ticket queue; frozen video calls, unresponsive room controls, or garbled audio drive up ticket volumes and pull IT teams away from other mission-critical tasks. Proactive AV maintenance changes that dynamic: by preventing the most common faults, it frees IT to focus on other important issues and improves the overall user experience.
Key takeaways
- AV-related incidents generate high volumes of routine IT support tickets for camera, display, and audio issues
- Scheduled maintenance prevents issues escalating by addressing the root causes of meeting room AV faults through firmware updates, hardware inspections, and configuration management
- Clear escalation paths and service level agreements ensure AV specialists resolve technical issues quickly
- External AV maintenance allows IT teams to regain capacity for network upgrades, security projects, and strategic initiatives
The AV support burden on IT
Ticket volumes
AV-related calls, such as “My camera isn’t working,” “The room display is frozen,” or “I can’t book the space”, tend to make up a significant portion of all meeting-room support tickets. In a typical office, IT teams are often tasked with resolving AV issues, but these tickets can soon pile up, diverting attention from other important work.
According to one survey, 87% of users experience frustration and stress due to technology failures in meeting rooms (Shure). With the global video-conferencing devices market at £2.3 billion in 2024 and growing 10.4% year-over-year, the scale of endpoints generating these tickets is substantial – and growing (Frost & Sullivan).
Specialist skill gaps
Modern AV systems combine hardware, firmware, software, and networking. Without dedicated AV expertise, IT teams can spend excessive time diagnosing brand-specific control systems or firmware issues.
Reactive firefighting
When a critical meeting breaks down, IT is often expected to drop everything to fix the issue in real time. This can lead to more of a reactive approach rather than a proactive, preventative one.
How proactive maintenance prevents tickets
The connection between maintenance and ticket reduction is straightforward: if faults are identified and resolved before they impact users, the support ticket never gets created.
Consider some of the most common AV tickets: ‘Camera not detected,’ ‘No audio in Teams,’ ‘Display(s) won’t wake up.’ Our quarterly maintenance catches these issues at their source—loose cables detected during physical inspections, firmware conflicts resolved during off-hours updates, and failing components replaced before they impact meetings. The tickets don’t disappear; they simply never get created because the fault never occurs.
Here’s how that works in practice.
Routine system health checks eliminate common failures
Firmware and software updates
The majority of “camera not detected” or “display won’t connect” tickets stem from firmware conflicts or outdated software. Regularly applying patches to conferencing endpoints, control processors, and digital signage during scheduled maintenance windows prevents these known bugs from ever triggering support calls.
Physical maintenance prevents degradation
Hardware usually doesn’t fail suddenly – it degrades over time:
- HDMI cables develop intermittent connections after months of regular use
- Camera lenses accumulate dust that progressively degrades image quality
- USB connections loosen, causing “device not recognised” errors
- Projector filters clog predictably based on usage patterns
Scheduled cleaning of lenses, checking cable terminations, and calibrating displays catches these issues before they become intermittent faults that users report.
Configuration standardisation reduces complexity
Consistent room setups
Using standardised configurations across meeting spaces keeps systems predictable and eliminates the “works in one room but not another” troubleshooting that consumes IT time.
Smart monitoring and alerts
Automated monitoring systems notify the maintenance team when a device goes offline or exhibits abnormal behaviour. Issues are identified and resolved before users even attempt to book the room, preventing the frustrated 9am “nothing works” ticket entirely.
Defined escalation and SLAs keep issues contained
Tiered support levels
MVS provides first-line AV diagnostics, escalating only complex network or user-permission issues back to your IT team. This means IT only sees AV tickets that genuinely require their involvement, not the routine camera, display, and control panel issues that specialist AV engineers resolve more quickly.
Guaranteed response times
With agreed SLAs, minor AV faults are resolved during maintenance windows or immediately upon detection—before they escalate into user-reported tickets during critical meeting times.
Benefits to your IT team
- Reduced ticket load – When AV maintenance is handled proactively and externally, the volume of AV-related tickets decreases naturally. The issues don’t disappear; they’re simply caught and resolved before they impact users and generate help desk calls.
- Faster resolution – Clear hand-off processes mean that when AV issues arise, they’re handled by specialists, shortening time-to-resolution.
- Focused resources – IT can prioritise projects like network upgrades, security initiatives, or application rollouts instead of being sidetracked by room-by-room troubleshooting.
- Improved user satisfaction – Reliable AV systems build end-user confidence, reducing the volume and urgency of “just-in-time” support requests.
MVS’s approach to integrated AV support
At MVS, our AV maintenance service is designed to complement and enhance your IT operations:
- Remote and on-site monitoring
Continuous device health monitoring with proactive alerts keeps us ahead of most issues. - Dedicated AV help desk
Our specialists resolve common AV faults directly, with our team of help desk engineers just a phone call away. If unable to resolve the issue over the phone, we can organise an onsite visit (see our brochure for further details).
Getting started
If AV support tickets are consuming your IT bandwidth, partnering with MVS can restore balance. We’ll design a maintenance plan aligned with your existing IT processes—so AV becomes a seamlessly managed part of your digital workplace.
Of course, even with proactive maintenance, urgent issues can arise. When a care home provider recently lost five Teams Rooms across two sites, our response time and technical expertise meant full restoration in under an hour — see how we did it.
Contact us today to learn how proactive AV maintenance can reduce your ticket volumes, free up IT resources, and deliver a consistently reliable user experience.
📞 020 3411 1630
📧 service@mvs.co.uk
📄 Download our brochure.