My client is a successful and well-established business supplying a unique technology-based product/solution to the public and private sectors. They now require a Service Desk Analyst to join the team and support the next phase of growth for the company. Their 2nd Line Support Analyst role in the Castleford area is a superb opportunity for someone who is passionate about further improving their IT and Software knowledge and is keen to continue to increase their hardware, software and troubleshooting knowledge. This is an opportunity for development that is not to be missed. Day to day duties will involve investigating and troubleshooting both software and hardware faults, taking ownership of incidents, driving them through to resolution and maintaining a strong knowledge base As a Service Desk Analyst, you ll be responsible for: Fault finding and problem solving. Answering telephone calls and replying to emails from customers. Resolving help-desk tickets. Investigating and responding to incidents in accordance with SLAs. Supporting bespoke software applications. Triaging Hardware issues Arranging engineer visits to customer sites. Liaising with engineers on site to complete troubleshooting and testing. Required Skills: Previous experience working on a Help Desk or Service Desk providing 2nd line support. Desktop imaging and PC builds. Experience troubleshooting hardware and software issues. These include but are not limited to using the following, Event Viewer Investig