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 troubleshooting

• Knowledge of ITSM platforms such as ServiceNow

• Knowledge of endpoint security tools, compliance policies, and device encryption

• Familiarity with software deployment, patch management, and application packaging

• Comfortable contributing to self-service knowledge base content and using AI-assisted tools for ticket triage and documentation

Please be advised that we are unable to provide visa sponsorship for this position. As such, you will only be considered if you already possess the right to work in the UK.

What Tapestry can offer you:

• Hybrid working (Tuesday - Thursday working from the office, Monday and Friday working remotely)

• Option to finish early on a Friday (Flex Fridays)

• 1 paid volunteering day per year and opportunities to volunteer with global projects

• Learning & development opportunities

• Internal mobility & career progression

• Regular social events - seasonal & cultural

• Equity Inclusion & Diversity initiatives which include employee resource groups & regional inclusion council

Other benefits include:

• 25 days holiday in addition to bank holidays

• Annual Incentive Plan (company performance bonus)

• Multi brand discount up to 50% off - Coach and Kate Spade.

• Private healthcare with health assessment (Bupa)

• Bupa rewards - Financial wellbeing support and wellness discounts

• Private dental cover

• Free 24/7 support for family building, fertility and menopause with Maven

• Eyecare vouchers

• Employee assistance programme

• Enhanced employer pension contribution

• Gym discount

• Interest free season ticket loan

• Cycle to work scheme

At Tapestry, we are committed to building a diverse & inclusive workforce. We know that having a wide range of perspectives and experiences makes us more innovative and brings us closer to our consumers. If you are interested in this role but do not believe you meet all the set criteria, that’s ok. We are happy to work with individuals who have the drive, passion, agility and willingness to learn. So, take a chance and apply; you may just be who we are looking for. We would be delighted to hear from you.

Our Competencies for All Employees

Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.

Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.

Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.

Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.

Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Our Competencies for All People Managers

Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.

Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.

Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Tapestry is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.

Visit Tapestry, Inc.