European IT Support Specialist – Hybrid Desk-side Tech

Tapestry; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid work

Flex Fridays

Volunteer day

Learning & development

Internal mobility

Social events

Diversity initiatives

25 days holiday

Company bonus

Discounts (Coach & Kate Spade)

Private healthcare

Dental cover

Eyecare vouchers

Employee assistance program

Pension contribution

Gym discount

Season ticket loan

Cycle to work

Job summary

Tapestry is seeking an IT Support Analyst to deliver high-quality, hands-on IT support for its European corporate offices. You will provide desk-side service, handle end-user devices, and ensure uptime across multiple locations.

The role requires experience in IT support and strong communication, with familiarity in Microsoft 365, Windows, macOS, Office apps, and ITSM tools. Hybrid work model and extensive benefits are offered.

Qualifications

• Experience in IT support/service desk 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 strong ownership and accountability.

Responsibilities

• Provide technical support for end-user devices (Windows/Mac, iPhones, Android), across Europe.
• Deliver hands-on desktop support, diagnosing hardware, software, and connectivity issues both remotely and in person.
• Act as a primary IT contact, delivering high levels of customer service across multiple European locations.
• Troubleshoot Microsoft 365 applications and services; escalate to specialists as needed.
• Own support tickets from investigation to resolution and keep users updated.
• Coordinate with global IT teams, third-party providers, and technicians to resolve incidents efficiently.
• Support device lifecycle management: setup, deployment, maintenance, and replacement.
• Document issues and resolutions in ITSM systems accurately.
• Identify recurring issues and contribute to continuous improvement initiatives.
• Be a liaison between users and technical teams for a seamless support experience.

Skills

IT support experience

Customer-facing role

Retail ops knowledge

Communication skills

Ownership & accountability

Problem solving

GDPR knowledge

Tools

Windows 11

macOS

Microsoft 365

Intune

Active Directory

Teams

Zoom Phone

Entra ID / Azure AD

ServiceNow

Endpoint security

Patch management

Job description

Tapestry is seeking an IT Support Analyst to deliver high-quality, hands-on IT support for its European corporate offices. You will provide desk-side service, handle end-user devices, and ensure uptime across multiple locations.

The role requires experience in IT support and strong communication, with familiarity in Microsoft 365, Windows, macOS, Office apps, and ITSM tools. Hybrid work model and extensive benefits are offered.