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.

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The Helpdesk team

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.

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The Lumina Technologies difference

  • Everyone on our IT Support team is a highly-trained, Microsoft-certified engineer
  • We require all our engineers to undergo regular customer service skills training
  • We will listen in order to better understand your needs
  • Our engineers will take ownership of your issue from beginning to resolution
  • We will always keep you informed about the progress of your issue


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.

Problem Management team

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.

Change Management

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.

Why Choose Us?

  • Highly skilled and trained service desk engineers
  • Quick response times
  • 24/7 IT Support

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    If you would like to discuss our IT Support services, contact us using the form or call 01442 500890 to find out more.

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    What our customers say

    Lumina Technologies Prism Hosted Desktop has allowed our business to centralise our global corporate data, allowing much faster access for all our staff – regardless of their location. We have also been able to simplify and reduce our infrastructure and management overhead. With the new Prism Hosted Desktop solution all staff now have simple and secure access to corporate data using any device they choose. Prism Hosted Desktop has increased the productivity of our staff and given us a single, consistent and familiar experience for all users from any device, in any location, 24/7.

    Katherine Roe
    Chief Executive Officer, Wentworth Resources PLC

    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

    The quality of IT Support provided by Lumina Technology is of the highest standard and is complemented by effective client liaison with impressive response times. Trap Oil Group plc has no hesitation in recommending Lumina as a dedicated and specialist group of IT professionals.

    Martin David
    Technical Director, Trap Oil Group plc

    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

    The team at Lumina Technologies have made the Amoun Travel & Tours office IT transition seamless and problem free. The office set-up has been vastly improved and the IT Support services are flawless. No issue goes unresolved, which is extremely reassuring.

    Adam Helmy
    Amoun Travel & Tours 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

    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

    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

    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

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