Helpdesk
The Helpdesk is at the core of our customer service. We understand how annoying it can be when you encounter IT issues, especially if they are preventing you from getting on with your work.
The Helpdesk is at the core of our customer service. We understand how annoying it can be when you encounter IT issues, especially if they are preventing you from getting on with your work.
We demand high standards from our team, which is why our Helpdesk consistently receives praise from our clients.
Every member of our Helpdesk team is highly skilled, dedicated, enthusiastic and passionate. They are all ITIL Foundation certified and hold at least one Microsoft certification.
All our engineers are trained to a very high level to ensurethat all service requests are completed in line with our published Standard Operating Procedures and consistently result in successful outcomes.
Our aim is to respond rapidly to urgent issues, as well as spending more time properly diagnosing less pressing problems.
Keeping up to date with IT-related developments is hugely important. That’s why we encourage our team to pool their ongoing learning and experience, and to contribute to our collective knowledge management system. We do this through weekly reviews, as well as sharing relevant and interesting articles, and distributing tips and how-to guides for end users.
In addition, our Helpdesk team has direct access to our third-line engineers who are able to take on the more complex issues. Ongoing incidents and problems are passed on to our Problem Management team who manage them independently.
The Problem Management team are responsible for diagnosing and understanding the root cause of issues raised through the helpdesk. This allows our Helpdesk team to be available to callers at all times, allowing them to be focused solely on restoring service and getting users back on track as swiftly as possible.
Our Change Management processes ensure that standardised methods and procedures are used for efficient, and prompt handling of all changes, in order to minimise the impact of change-related incidents upon service quality and consequently to improve the day-to-day operations of your organisation.
Hawkstone Management Services Ltd is a small company for which IT Outsourcing is realistically the only viable option. Lumina Technologies have successfully performed this role for over fifteen years. They also provide innovative solutions to keep pace with technological progress. I would have no hesitation in recommending Lumina to similar sized businesses.
Stephen Pembury
Hawkstone Management Services Ltd
Lumina Technologies have taken the time to understand the requirements of our business and work as our strategic IT partner, enabling us to concentrate on delivering a high quality service to our clients and focus on our growth strategy. They have delivered a 100% cloud solution to our business with no underlying infrastructure costs or maintenance, which gives us scalability for our planned growth. It also means our business critical applications and data are securely accessible from virtually all our user devices. Lumina’s professional approach and strategic expertise is highly valued and their management of our IT – based on their in-depth knowledge, leaves us confident that our systems are available 24×7.
Luke Harrison
Keidan Harrison LLP
Richard and his team at Lumina have provided Perrett Laver Limited with high quality strategic and practical IT Services for over ten years. During this period, Perrett Laver has grown from 10+ colleagues based in London to nearly 100 colleagues located in six offices across the Americas, EMEA and Asia-Pacific. Richard and the Lumina team have not just been responsive to our ‘everyday’ IT needs, but have proactively sought to work with us on developing an infrastructure suitable for the type of operation we are today, and are planning to be months and years down the line. I would not hesitate to recommend Richard, especially for small to medium size business with growth in mind.
Clementine McKinley
COO, Perrett Laver Limited
The commercially sensitive and regulated nature of Lambert Energy Advisory’s business requires an IT provider able to maintain the highest levels of integrity and confidentiality, Lumina Technologies has consistently been unimpeachable in this regard over the nine years we have employed them.
Patrick Agar
Lambert Energy Advisory
Lumina have supported us so well through the difficult circumstances of 2020. They worked extremely hard to ensure we were able to work remotely and continue to operate our business successfully. The support team are very friendly and knowledgeable, and have excellent response times.
The team have also enhanced our cyber security which is so important in the legal sector, and they continue to provide high quality advice to help us move forward with our IT goals.
Robin Illingworth
Managing Partner, Adams & Remers LLP
We worked with Lumina on a GDPR Audit. Richard was knowledgeable and professional throughout, and did the best he could to bring a dry topic to life through lots of real life examples and analogies. We were so impressed with the service Lumina provided and the value we got from partnering with them on this project – we couldn’t recommend them enough.
Holly Cottingham, Vintec Laboratories
Lumina Technologies has been Salamander Energy plc’s IT provider since start-up in 2005 and has supported us in London during our expansion across operational offices in SE Asia. Their professional approach, strategic advice and close co-operation have been essential in making this a success.
John Bell
Group Technical Director, Salamander Energy plc
It has been a great pleasure working with Lumina Technologies over the past two years. They have fully committed to being involved in the local community with volunteering and with professional advice and commitment, helping many local charities along the way. As a growing company it proves that being involved in the local community is helping them attract and retain a talented workforce and I look forward to working with them well into the future.
Cindy Withey
Connect Dacorum
Charles Douglas Solicitors LLP have been using Lumina Technologies for a number of years now and continue to be impressed by the technical know-how and contemporary knowledge of their senior management, who provide a timely, efficient and friendly service. Whether it is a small issue with one computer, or a strategic IT decision, they maintain a current knowledge of available technologies. Lumina are always at the other end of the phone to help resolve issues and minimise business interference. The technical knowledge of Richard and his senior team means that there has not been a problem that they can’t solve to date. I am sure we will continue to use them in the years to come.
Charles Douglas
Managing Partner, Charles Douglas Solicitors LLP
