1st Line Software Support Advisor

Opportunity Overview...

The Software Helpdesk provides both telephone and remote support to OGL’s software customer base.  Support can vary between low end user queries to complex programming issues and the role of the 1st Line Support Advisor is to be the first point of contact when raising a support incident.

OGL’s software solution, prof.ITplus, is an Enterprise Resource Planning (ERP) application that helps our customers throughout the UK effectively and efficiently run their business and complete their day-to-day business processes. Our customers rely heavily on prof.ITplus to keep their business running smoothly and we pride ourselves on our quality products and services that we provide. This is why our 1st Line Support team is so crucial to OGL’s operations. You will be the first line of contact for our customers who are looking for a friendly, confident and helpful advisor that will effectively assist in fixing any issue.

You’ll report to the Software Support Manager and become a member of our Helpdesk Team, which consists of Application Support 1st, 2nd & 3rd Line, Linux Infrastructure Support and Web Support. You will also work closely and collaborate with Sales, Account Management, Software Development and Technical Support so the role will certainly be varied!

We are looking for people who may have experience in one or more of these areas; working in a first line environment, working in an IT environment, working closely with customers, using our software, or working in an accounts, purchase, sales order processing role.

If you are looking to progress your career this may be the challenge you are waiting for.   

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    Permanent - Full-Time
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    38.25 hours (Monday to Friday)
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    Location: Stourport on Severn
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    Salary: Dependent on experience
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    Team: Software Support

Job Spec...

  • Job Type: Permanent - Full-Time
  • 38.25 hours (Monday to Friday)
  • Location: Stourport on Severn
  • Salary: Dependent on experience
  • Team: Software Support


  • Attractive salary package, dependent on experience
  • 25 days’ holiday plus bank holidays
  • Opportunity to buy and sell Annual Leave
  • Private healthcare
  • Employee benefits package including leisure, travel and retail discounts
  • Employee referral bonus scheme
  • Company pension scheme
  • Free on-site parking
  • Great opportunities for career development and progression

Key Responsibilities...

  • Accurately log support incidents onto our IT service management system
  • Evaluate the customer’s request and where possible offer a resolution
  • Ensure our customers feel confident that their requirements will be addressed in a timely and effective manner
  • Act as the link between our customers and the teams within our Helpdesk structure
  • Ensure exceptional customer care and service is delivered at all times

Skills & Experience...

  • Exceptional written and communication skills
  • A good knowledge of ERP software systems i.e. stock, sales order processing and financials is desirable but not essential
  • Willingness to study and learn business software procedures and products
  • A passion to deliver exceptional customer service
  • Enthusiastic about IT and technology
  • A desire to build strong customer relationships
  • Excellent communication, organisation and time management skills 
  • Confident, adaptable and personable

Next Steps...

Email our Recruitment Team at [email protected] with your CV and a covering letter telling us why you are perfect for this role.

If you have any questions about this vacancy, please call 01299 873 873.

Apply for this role
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What it's like to work at OGL

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