Senior IT Service Desk Analyst - UK

Realty Income; London; On-site; GBP 30,000 - 60,000; Full time

Job description

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Description

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 over 15,450 properties in all 50 U.S. states and in seven countries in Europe.

The European portfolio including the UK has grown significantly 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.

You will be joining a world leading Real Estate Investment Trust as we rapidly expand into the UK and European markets. 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:

The Senior Service Desk Analyst supports end-users, maintains workstations, installs hardware/software, provides training, and maintains documentation in ServiceNow. They facilitate software/hardware asset management and lifecycle planning, automate tasks using NinjaOne, Intune, and PowerShell, manage user accounts and groups, assign licenses, and configure mobile devices with Office 365 Admin and Active Directory, all while adhering to IT and Security policies.

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.
• 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.
• Manage our Windows endpoints through MDM solutions globally via Microsoft Intune.
• Support business operational systems, including Azure, Office 365, and Okta.
• Monitor and respond to network security events. Collaborate with Information Security to remediate events.
• Use PowerShell to execute scripts supporting Windows servers and desktops.
• 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.

REQUIRED QUALIFICATIONS:

Knowledge, Skills, and Abilities:

• Suitable direct work experience in an Information Technology Service Desk customer-facing capacity working for an investment, professional or financial services company (or similar).
• Essential demonstrable experience / knowledge:

• 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 Active Directory, Exchange, Intune, Office 365, and other Microsoft-based technologies.
• IT ticketing systems, such as ServiceNow, Jira, or Zendesk.
• SSO technologies (ideally Okta).
• Mobile Device Management (MDM), ideally with Microsoft Intune.
• Experience with AV conferencing solutions such as MS Teams Room.
• Active Directory, Entra, ServiceNow (or equivalent) experience 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.
• Very occasional travel to overseas offices.

Education:

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

Our Mission & Values

For more than 50 years, Realty Income has been guided by our mission to invest in people and places to deliver dependable monthly dividends that increase over time. We do this by nurturing long-term, meaningful relationships that enable people to achieve a better financial outlook. We understand that when individuals succeed financially, they are able to provide for their families, support local businesses and pursue their greatest ambitions - creating a lasting positive impact on communities.

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.

Realty Income is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you require accessibility support to submit your application or other reasonable accommodations to participate in the recruitment process, please contact [email protected], or call 800-375-6700. An employee will respond to your message to begin the interactive process. Please note that this phone number and email address are only for individuals seeking a disability accommodation when applying for a job.