IT Support

As soon as you have an IT issue, please contact our IT Support team. You will get straight through to one of our highly trained engineers who can promptly begin the process of resolving your issue.

We believe that a good customer experience is fundamental. When it comes to resolving IT issues, it is vital that every member of our IT Support team is not only technically qualified, but is also trained to deliver excellent customer service.

That is why our core philosophy is to be a service first, technology second company. You can always be confident in our technical expertise and professionalism – our difference is that we care very deeply that you also have a good experience.

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

What happens when you contact our IT Support

When you call our IT Support, you will get straight through to an engineer based in our Hemel Hempstead office.

When you email our team, your email will be picked up by one of our engineers who will respond within 15 minutes.

Your ticket

As soon as you contact a member of our IT Support Hertfordshire based team, they will create a ticket and take ownership of your issue, even if it has to be escalated to a third party. We’ll let you know what the ticket number is and this will be your reference for the lifecycle of the issue. We will keep you informed about the progress of your issue, but you will also be able to track it online.

We understand your business

It is tremendously important to us that we provide high levels of customer service, and as part of this, we will train our team to understand your particular business needs. For example, if you have an important meeting starting in half an hour but have lost the connection to your printer, the engineer you talk to will appreciate how important it is to fix your issue as a matter of priority.

Every business has its own terminology, but we don’t want to have to waste your time having to ask what it means. That’s why we have regular briefings with our engineers to train them in your business terminology so they are better able to respond to your issue.

We want your feedback

Once your issue has been resolved and we close your ticket, we will send you an email with a summary of what we have done and invite you give us feedback via a very short, 3-question survey.

If you do not have time to complete the survey immediately, or do not wish to do so, we will only ever send you one email reminder.

It is very important to us that we continually monitor how well we are doing in order to provide all our clients with the best possible customer experience.

Contact us now

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See what our customers are saying about our services

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

It has been a great pleasure working with Lumina Technoligies 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

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

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

Richard and his team are a real inspiration to anyone who meets them and I have watched Lumina’s growth over the last few years with interest and admiration. Richard has been an amazing supporter of the Hospice of St Francis, being a Gold member of the Corporate Partner Network for almost two years. He takes an active interest in the community and is passionate about his company and his town: nothing is too much trouble, he is always willing to help, to give up his time and to provide business advice when asked. Lumina is an inspiration to any company wanting to set up business in Hertfordshire.

Carolyn Addison
Corporate Fundraising Manager, The Hospice of St Francis

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 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

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

Society Limited has been supported by Lumina Technologies since our earliest start-up phase. From large logistical challenges like an office move, through to smaller fiddly issues like fixing a faulty e-template, we know we can count on their support and advice. They’ve also been able to engage with us strategically on the challenge of scaling-up our infrastructure as the firm continues to grow and evolve. We always feel confident going to Lumina with a problem, since we know they genuinely care about sorting things out and helping us to get on with our core business.

Simon Lucas
Managing Director, Society Limited

The Vita Group HQ staff have worked with Richard McBarnet and Lumina Technologies for over 9 years, with Lumina providing all our PC, server, phone, and software support. The services have included C-level executives based in London, Manchester, the US, as well as supporting home office IT as well. The service provided and intellectual capabilities are outstanding and we would highly recommend Richard and his Lumina team.

Joe Menendez
CEO, The Vita Group

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