Meet the Team - Simon (Service Desk Manager)

Today, we are getting to know our Service Desk Manager, Simon Mills. Simon has been at Apex for four and a half years.

Simon Mills, Service Desk Manager at Apex

Tell us about yourself and your time at Apex so far.

I started working with Apex in March 2022 and I started as the Service Desk Coordinator. My background has been customer service, with working in hotels and call centres. I have always had an interest in the IT Sector, and I was lucky to be given the opportunity to work for an MSP.

What's your proudest professional achievement so far?

After all the hard work that I put in as the service desk coordinator, an opportunity was presented to me to become the Service Desk Manager.

How did you get into the IT/MSP world?

In all my other jobs, people used to approach me for those niggly computer issues, whether it be the monitors not powering on, or my keyboard isn't working, to an Excel formula isn't working or my word document isn't doing what it needs to do. Since then, I have just picked things up, and then as my previous employers were gradually outsourcing their departments, an opportunity came up to work at Apex, and I was very fortunate to be successful.

What does a typical day as a Service Desk manager look like?

There isn't a typical day, each day is varied. It all depends on the issues that our customers are having. There could be incidents such as complete power outage or no internet connection at site – to a security incident.

What's your favourite part of working at the service desk?

I have always worked in customer service so for me, the favourite part is the interactions and relationships I have with our customers. Over the years I have gained a great relationship with them, and they know I am always here to help and support.

What are your career goals for the next few years?

I am newly into the Service Desk Manager role (just over a year),  So I want to stay in this role at least for the next few years and then see what other avenue's open up.

What is something people may be surprised to learn about you?

Whilst I am a bubbly person on the phone to our customers and I am very talkable, outside of work it is completely the opposite. I enjoy the quiet side of things outside of work.

What is your dream travel destination?

If you swapped roles with one person at Apex for a day, whose job would you choose?

I think I would probably do the Relationship Manager role as I have a strong knowledge of our customers set up and requirements.

What's one thing your colleagues can always rely on you for?

My knowledge and experience of being at Apex for almost 5 years. I have gained a strong knowledge of our customers.