Our technical support offering is based on service level agreements with the schools, which outlines the services that are offered. We provide a helpdesk service whereby schools can report issues or just ask for general advice. Every year we receive thousands of calls, and have the ability to mobilise our staff to deal with these issues in the quickest time possible.
Over the last few years we have tried to be more proactive, and through the development of an advanced monitoring system – we are able to detect potential problems early and act sooner. At any one time we monitor over 500 servers, ensuring that they function properly. In most cases we are aware of an issue before the school has even noticed.
Our technicians are mostly out and about on a daily basis, on location at the schools across north Wales. Most problems will be dealt with at the school, but we also have dedicated workshops where we carry out our repairs.
As part of the technical support package, we include:
- Maintaining cabling infrastructure (ethernet & fibre), wireless and network equipment.
- Installation and support of servers, laptops, computers and peripherals.
- Disposal of equipment.
A large part of our work involves the sale of equipment to schools, and we have staff solely working on sales. We are usually involved from the consultation phase through the procurement, delivery and implementation stages. We provide an online catalogue service where schools can order. In most cases, we keep items in stock and are able to deliver and install in a very short timeframe. Items not on our catalogue can usually be acquired at competitive prices, as we have close links with our suppliers who keep us informed of upcoming trends and products.
- Advice on the selection and purchasing of computer equipment and peripherals.
- Client officer role on behalf of the school.
- The design, purchasing and project management for any ICT based project that a school may have.
Our technicians regularly visit the schools to discuss upcoming projects and give general advice, and in addition we arrange annual advisory meetings with head teachers and IT managers to discuss high-level projects and upcoming developments.
We offer bilingual training courses to suit our customers’ needs. These are usually held at Cynnal in our modern training rooms, but are sometimes held at conference venues (when a larger audience is invited). Training sessions may be anything from an hour long seminar to a whole day with invited speakers (and professional instructors).
As part of the increasing popularity of GSuite we have run a number of twilight sessions for schools on the use of Google Classroom. As part of a continuing partnership, CYNNAL have prepared and delivered courses on Robots, Programming and iPads to schools with Robin Williams.