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.
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
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
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’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 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
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
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
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
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
