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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