Senior IT Service Desk Analyst in London

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.

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.

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.
• Troubleshoot hardware and software issues both remotely and in person.
• 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.
• 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.
• Stay current with the industry to evaluate and propose new technologies as required.

Infrastructure & Operations Key Responsibilities:

• Support vulnerability and patch management, working closely with the Information Security team to remediate findings.
• 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.
• Support business operational systems, including Azure and Office 365.
• Act as a local technical point of contact for infrastructure and network activities.
• Assist with network infrastructure operations, including troubleshooting connectivity issues.
• Maintain network and infrastructure documentation, ensuring configurations, changes, and operational procedures are accurately captured and kept up to date.

Candidate Requirements Knowledge, Skills, and Abilities Must have for the role:

• Suitable direct work experience in an Information Technology Service Desk customer-facing capacity.
• At least 5+ years’ IT Service Desk / Infrastructure experience.
• Essential demonstratable experience / knowledge of Microsoft Windows and Office applications.
• Experience administering and troubleshooting Apple iOS mobile devices.
• TCP/IP networking and technologies: DNS, DHCP, LANs, VLANs, VPNs, and Wi-Fi.
• IT ticketing systems, such as ServiceNow, Jira, or Zendesk.
• 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).