Adam Mackenzie

Service Desk Supervisor

I’ve been working in the IT industry for 11 years, starting off with work experience when I was just 16 to my current role as the Service Desk Supervisor at PCS. What led me to a career in the IT industry is my interest in fixing things. I like approaching problems hands-on, understanding every component to ensure I find the right solution, whether it be taking apart engines or computers.

I joined PCS when I was 20 and in those 7 years I’ve moved from mending PC’s in the workshop to providing fast and flexible support as a Service Desk Engineer, working on installations and projects as a Field Engineer and Consultant and now supervising the Service Desk. Along the way I have received extensive training enabling me to gain recognised certifications including Microsoft Certified Solutions Associate and Cisco Certified Network Associate. The experience of working in different roles within the IT industry has enabled me to see the bigger picture when it comes to identifying the right solutions for our customers network and system challenges. I encourage a flexible, friendly and professional environment amongst the Service Desk Team which is reflected in the personal service we give to all of our customers with no compromise in the fact that we knuckle down and work hard.

When I’m not at work I can be found embracing the great outdoors, whether it be fishing, riding my motorbike or working on my allotment where I grow a variety of veg, herbs and berries.

What makes the PCS Service Desk unique is that we do not follow a tiered system. When a customer calls, their first point of contact will be with a highly skilled IT professional with no script in hand and this member of the Service Desk Team will then take ownership of the issue until it has been successfully resolved. We take the time to get to know our customers and their businesses to ensure that they all receive a fast, flexible, friendly and reliable support from the PCS Service Desk.

 

 

 

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