1st Line Support Advisor - Software

OGL Computer Services Group Ltd
Stourport-on-Severn, Worcestershire
Excellent package including benefits
14 Oct 2016
11 Nov 2016
Contract Type
Full Time

The Software 1st Line Support Advisor is a key position within the Software Helpdesk providing user support to our customer base.  This opportunity is a very ‘hands on’ role and would suit those with previous experience of problem solving and providing telephone support. Knowledge of software programming and ERP systems and / or business processes would be an advantage. The successful applicant will hold excellent communication and customer service skills and have a willingness to learn and develop in order to progress with the organisation.  The role is based at our offices in Stourport on Severn, Worcestershire.

Duties and Responsibilities include:

  • First point of contact with customers; the ability to interpret their requests and build positive relationships
  • Logging customer support calls
  • Logging customer emails
  • Preparing quotes & correspondence for customers
  • Prepare call books & graphs
  • Monitor releases
  • Undertake daily system checks
  • Update customers on progress of calls
  • Evaluating support calls and fixing where appropriate and providing customers with resolution details
  • Positive representation of the company brand

Skills and Personal Qualities required:

  • A good knowledge of general IT with an understanding of ERP software and operating systems
  • Excellent communication skills, both verbal and written, good telephone manner
  • Enthusiastic about IT and Technology
  • Willingness to study and learn business software procedures
  • Ability to prioritise tasks
  • Able to work well in a team environment and deal with pressurised situations
  • Accuracy & attention to detail


  • Attractive Salary Package
  • 25 days Holiday plus 8 Statutory Bank Holidays
  • Private Healthcare (following a 6 month probation period)
  • Company Pension Scheme
  • Childcare Voucher Scheme
  • Free on-site parking 

About OGL:

Established in 1976, OGL Computer Services Group Limited now employs over 250 members of staff at its offices in Worcestershire.

OGL offer support services to a large number of SME businesses.  We supply, install and support products from world leading partners, including HP (Gold Partner), Microsoft (Gold Partner), Kaspersky (Platinum Partner), WatchGuard (PartnerOne) and VMWare (Enterprise Partner).