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.
We’ve been so well supported by Paige and the Lumina team. They’ve been highly professional, very responsive, friendly, supportive. It’s really validated the decision to engage an IT partner, and we’re glad it’s with Lumina.
Bruce Storey
Chief Operating Officer, Estu Global Ltd
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
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 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
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
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
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
