Senior IT Service Desk Analyst

About Realty Income Realty Income (NYSE: O), an S&P 500 company, is a real estate partner to the world's leading companies. Founded in 1969, we invest in diversified commercial real estate and have a portfolio of 15,600 properties in all 50 U.S. states, the UK and six other countries in Europe, with a gross book value of $58bn. We are known as "The Monthly Dividend Company” and have a mission to deliver stockholders dependable monthly dividends that grow over time.

You will be joining one of the largest Real Estate Investment Trusts in the world as we rapidly expand into the UK and European markets, including moving into new offices at 3 St. James’s Square. The European portfolio, including the UK, has experienced consistent growth quarter-on-quarter since our first international acquisition, a £429m 12-property portfolio from Sainsbury’s in 2019. In just five years the portfolio now includes investments of over $11bn, and 483 distinct properties.

As part of this growth story, you will work with the latest technology to improve our current processes. This opportunity will empower your career, allowing you to take on additional responsibility and challenges, whilst developing and broadening your experience and technical skillsets; with dynamic opportunities for career growth as the company expands.

Position Overview: Reporting to the Associate Director of European IT, the Senior IT Service Desk Analyst provides end user support while playing a key role across the Infrastructure and IT Operations functions. The role supports end users, maintains workstations, installs and supports hardware and software, delivers user training, and ensures accurate documentation and ticket management within ServiceNow.

The role is responsible for software and hardware asset management and lifecycle planning, task automation using endpoint management, configuration, and scripting tools, and the administration of user accounts, groups, and licensing across enterprise identity and productivity platforms. This includes mobile device configuration and management, supporting vulnerability and patch management activities by coordinating remediation, tracking compliance, and ensuring timely updates in line with IT and Security policies.

This is an office based role, Monday to Friday, with working hours of 10:00am – 7:00pm (UK time) to support collaboration with US teams and ensure effective ticket handover, escalation, and operational continuity across time zones.

Key Responsibilities:

• Work globally with the IT Service Desk team to respond to and resolve tickets in accordance with the company's SLAs.
• Provide primary support to end-users, maintain regular communication throughout the ticket lifecycle, and document resolutions through ServiceNow.
• Provide effective IT support, including out-of-hours support in critical incidents and participation in on-call support.
• Troubleshoot hardware and software issues both remotely and in person.
• Work with third-party vendors as necessary to provide a technical resolution - Liaise with 3rd parties, i.e. vendors.
• Manage the company’s mobile phone devices.
• Collaborate with People Success to streamline employee transitions, including efficient onboarding, IT setup, credentialing, and secure offboarding processes.
• Assist with the standard installation of our corporate operating systems. Ensure successful deployment of laptops, both remote and physical.
• Work within the security and compliance requirements guidelines, including GDPR and CPRA.
• Proactively identify and address technical issues with the IT team.
• Create, update, and maintain IT end-user documentation in Confluence.
• Maintain asset inventory, including regular physical stock checks.
• Perform IT storage room maintenance, which consists of recycling hardware and ensuring the disposal of redundant equipment according to current EU directives/guidelines.
• Stay current with the industry to evaluate and propose new technologies as required.
• Manage the IT onboarding and offboarding of employees.

Infrastructure & Operations Key Responsibilities:

• Support vulnerability and patch management, working closely with the Information Security team to remediate findings using centrally managed security and endpoint management platforms, ensuring compliance with security policies and SLAs.
• Monitor and respond to network security events, collaborating with the Information Security team to investigate and remediate incidents.
• Manage Windows endpoints through MDM solutions globally via centralised management platforms.
• Use PowerShell to execute scripts supporting Windows servers and desktops.
• Support business operational systems, including Azure and Office 365, covering user administration, Exchange mailboxes and distribution lists, and application assignments.
• Support vendors use of virtual desktop environments, including onboarding, access configuration, ongoing support, and troubleshooting.
• Manage company mobile phone devices using enterprise mobile device management platforms, including provisioning, configuration, and lifecycle management.
• Act as a local technical point of contact for infrastructure and network activities, working closely with US Infrastructure and Network teams to support day to day operations, escalation, and cross region coordination.
• Assist with network infrastructure operations, including troubleshooting connectivity issues, supporting network optimisation initiatives, and validating changes in collaboration with Infrastructure and Operations teams.
• Maintain network and infrastructure documentation, ensuring configurations, changes, and operational procedures are accurately captured and kept up to date.
• Support office relocations and office fit out activities, including IT planning, vendor coordination, and on site support to ensure a successful go live.
• Assist with physical infrastructure and server room operations, including the installation, relocation, and decommissioning of servers and networking equipment.
• Support network hardware installations, including switches, firewalls, UPS systems, and structured cabling, ensuring alignment with security, resilience, and operational standards.

Candidate Requirements

Knowledge, Skills, and Abilities

Must have for the role:

• Suitable direct work experience in an Information Technology Service Desk customer-facing capacity working for an investment, professional or financial services company (or similar fast paced environment).
• While we do not set upper or lower limits of experience for any of our vacancies, candidates with at least 5+ years’ IT Service Desk / Infrastructure experience are likely to have the right level of knowledge and experience for this role; strong candidates outside of this range will be considered.

Essential demonstratable experience / knowledge of:

• Microsoft Windows and Office applications.
• Experience administering and troubleshooting Apple iOS mobile devices.
• Windows server operating systems and desktops.
• TCP/IP networking and technologies: DNS, DHCP, LANs, VLANs, VPNs, and Wi-Fi.
• Implementing and troubleshooting enterprise identity, messaging, and endpoint management platforms within a Microsoft ecosystem.
• IT ticketing systems, such as ServiceNow, Jira, or Zendesk.
• SSO technologies.
• Mobile Device Management (MDM) solutions.
• Experience with AV conferencing solutions such as MS Teams Room.
• Experience with enterprise identity and IT service management platforms preferred.

Critical thinking and problem-solving skills to provide the best support experience. Excellent time management skills; ability to work in a dynamic office environment. Ability to independently manage and prioritise workload and tasks. Ability to work effectively as part of a team while also being able to take initiative independently. Excellent verbal and written communication and presentation skills. Strong focus on customer service and user experience.

Office based Monday – Friday with working hours of 10:00am – 7:00pm (UK time). Very occasional travel to overseas offices.

Desirable but not essential:

• Bachelor’s degree in Computer Science, Information Systems preferred, or equivalent work experience.
• A+ Networking certification (preferred).

This role is subject to enhanced compliance and disclosure requirements consistent with those of a financial services organization.

Realty Income is committed to diversity and inclusion and welcomes all applicants regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation or educational background.