IT Support Analyst

Explore the possibilities across our global house of brands. Defined by inclusivity rather than exclusivity, Tapestry embraces the exploration of individuality and invests in helping you grow personally and professionally. Every individual in our global house has the opportunity to make an impact, learn and be part of our growing and unique story. At Tapestry, we have the freedom to express ourselves and run with our best ideas across Coach and Kate Spade New York. We share a profound belief in both our individual and collective potential, and know that with hard work and dedication, anything is possible. Primary Purpose:  The IT Support Analyst is responsible for delivering high-quality, hands-on IT support, primarily for Tapestry’s corporate offices in Europe. This role provides desk-side customer service and technical coverage to ensure optimal system uptime and performance across office locations. The successful individual will leverage their proficiency in IT Support to: Provide technical support for end-user devices, including Windows and Mac computers, iPhones, Android devices, and iPads across the European business Deliver hands-on desktop support, diagnosing and resolving hardware, software, application, and connectivity issues both remotely and in person Act as a primary point of contact for IT support, delivering a high level of customer service to employees across multiple European locations Troubleshoot and resolve issues relating to Microsoft 365 applications and services, escalating complex matters to specialist teams as required Take ownership of support tickets from initial investigation through to resolution, ensuring users are regularly updated on progress Coordinate with global IT teams, third-party service providers, and technical specialists to resolve incidents and service requests efficiently Support device lifecycle management activities, including setup, configuration, deployment, maintenance, and replacement of end-user hardware Document issues, resolutions, and support processes accurately within IT service management systems Identify recurring technical issues and contribute to continuous improvement initiatives that enhance the end-user experience Act as a trusted liaison between users and technical teams to ensure a seamless support experience   The accomplished individual will possess: Previous experience in IT support/service desk/technical support, or a similar customer-facing technology role Knowledge of retail business operations and processes  Excellent written and verbal communication skills, with the ability to engage effectively with both technical and non-technical stakeholders Proactive and approachable attitude with a strong sense of ownership and accountability Strong problem-solving skills with the ability to think critically and resolve user issues effectively Ability to align solutions with business requirements and ensure users receive optimal benefit from IT systems Experience using AI tools (e.g. Microsoft Copilot, Claude) to accelerate troubleshooting, documentation, or ticket triage Continuous improvement mindset, with the ability to drive efficiency and enhance the employee experience Ability to build strong cross-functional partnerships locally and globally Self-motivated and adaptable, with the ability to prioritise workload and manage competing demands in a fast-paced environment Knowledge of GDPR and data-handling practices in the EU   Technical Skills: Understanding of laptop/desktop hardware and mobile devices across multiple platforms Hands-on experience with Windows 11 and macOS Experience supporting Microsoft 365 applications and services, including Outlook, Office, Active Directory and Teams Microsoft Intune and endpoint management Experience maintaining TCP/IP and wireless networks, Cisco and Fortinet Understanding of VOIP systems, including Teams & Zoom Phone Knowledge of Entra ID (Azure Active Directory), identity management, and conditional access/MFA