EMEA IT Support Analyst — Hybrid Desk-side Expert

Tapestry-Inc; Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Hybrid working model

25 days holiday + bank holidays

Annual incentive plan

Multi-brand discount (Coach and KateSp

Job summary

Tapestry, Inc. is seeking an IT Support Analyst to deliver hands-on desktop support for Windows and macOS devices across our European offices. You will assist with Microsoft 365, device lifecycle tasks, and incident resolution, while maintaining strong customer service across multiple locations.

The role requires proactive problem solving, collaboration with global IT teams, and familiarity with GDPR practices. Hybrid work model with in-office presence in London and remote days is offered.

Qualifications

• Previous experience in IT support/service desk or similar customer-facing tech role.

Responsibilities

• Provide technical support for end-user devices across multiple platforms and locations.
• Deliver hands-on desk-side support and remote troubleshooting to ensure uptime.
• Troubleshoot Microsoft 365 apps and services; escalate to specialists when needed.
• Own support tickets from initial investigation to resolution with regular updates.
• Coordinate with global IT teams, vendors and specialists to resolve incidents.
• Support device lifecycle management: setup, configuration, deployment, maintenance and replacement of end-user hardware.
• Document issues and resolutions in ITSM systems and contribute to knowledge base.

Skills

Windows 11

macOS

Microsoft 365

Intune

Azure Active Directory

ITSM (ServiceNow)

Customer service

AI tools

Networking basics

Tools

ServiceNow

Azure AD

Microsoft Teams

Cisco Fortinet

Job description

Tapestry, Inc. is seeking an IT Support Analyst to deliver hands-on desktop support for Windows and macOS devices across our European offices. You will assist with Microsoft 365, device lifecycle tasks, and incident resolution, while maintaining strong customer service across multiple locations.

The role requires proactive problem solving, collaboration with global IT teams, and familiarity with GDPR practices. Hybrid work model with in-office presence in London and remote days is offered.