Award-Winning Helpdesk - Lumina Technologies

The secret of our award-winning helpdesk

23 November 2018
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Earlier this year, we won the Inspiring Herts Award for Excellence in Customer Service. We were absolutely delighted to win and not only because it is always lovely to be a winner but because, for Lumina, excellent customer service is the most vital element of our business.

When you contact a helpdesk, you expect the person manning it to be technically competent – that is a given! But what many people do not get is a great customer experience. Our overriding ethos is ‘service first, technology second’, which essentially means that whatever the IT issue is and whether or not it is something we can put right, it is important that the client is happy with their experience.

The journey

We do this by making sure all our technicians understand your ‘journey’ and are willing to adapt their service to your needs. When you call the Lumina IT Support team, you will not only be talking directly to an engineer, you will also be talking to a human being who is willing and able to spend time on your issue. We get a lot of positive feedback about the fact that our team is not overtly measured on the time they spend on a ticket … unlike the helpdesk team at one large multinational which has a policy of only allowing five minutes per call.

Our view is that the longer you spend with your users, the better the relationships, which is why we positively encourage our team to foster good working relationships with clients.

Getting to know you

It is not just about getting to know you as a person, it is also about getting to know your business. When we are onboarding new clients, we will spend time going through their processes so that we can brief our team to talk the same language. For instance, one of our clients refers to their PCs as ‘sets’. When someone from that company calls our Helpdesk and says there is an issue with their ‘set’, our engineers immediately understand where the problem is. Otherwise it would be frustrating for both parties if we are constantly asking what they mean when they say ‘set’.

As everyone is different, we understand that there can be no ‘one size fits all’ policy when it comes to dealing with clients and users. We will, therefore, ask how you prefer to be communicated with, i.e. when there is an issue that needs to be dealt with, how often do you want us to update you? Some clients want to be kept informed every step of the way, while others just want to know when the problem has been fixed.

We are also mindful of your own time pressures. If you call us with an issue, we may ask if we can take control of your computer to investigate, but if the problem is going to take more than a couple of minutes, we do not just keep working on it, we will always ask you how you would like us to proceed. It may well be that you would prefer it if we took control of your computer at a more convenient time, in which case, we would be happy to do the job later.

Taking ownership

The engineer who initially answers your call will always take ownership of the issue until the ticket is closed. If it is something they cannot fix and therefore need to pass on to a third party, they will continue to take responsibility, keeping you informed of progress and making sure it is resolved in a timely manner.

Being human

We give our engineers regular training that includes getting them to understand the psychology of how they communicate – encouraging them to think about how they talk and showing that sometimes standing up or smiling when you talk helps enormously.

We also make them aware of how to give the right amount of information the user needs, i.e. a summary, not a blow-by-blow account of what they’ve been doing!

It is also important to have a bit of fun. IT should not be boring and we do not want users to feel that calling our Helpdesk is a chore. So unless the problem is urgent, we will encourage our engineers to build up a good relationship with you to enhance the user experience, which means having a chat, talking about what you did at the weekend, or about your holiday etc.

If you would like to talk to us about taking over your IT support, please contact us to arrange a meeting.

What our customers say

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.

Adams & Remers

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

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

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

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 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

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

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

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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

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

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