Hybrid IT Support Analyst – End-User Tech & 365 Expert

Tapestry; City Of London; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Hybrid working

Flex Fridays

Volunteer day

Learning & development

Internal mobility

Social events

Diversity initiatives

Private healthcare

Gym discount

Pension contribution

Job summary

Tapestry is seeking an IT Support Analyst to deliver high-quality, hands-on support for its European corporate offices. You will handle end-user devices, diagnose issues, and ensure uptime while delivering excellent customer service across multiple locations.

The role requires hands-on desktop support, remote and in-person assistance, and collaboration with global IT teams. Hybrid working and UK visa eligibility notes apply.

Qualifications

• Experience in IT support or service desk with customer focus.
• Understanding of retail operations and processes.
• Excellent written and verbal communication with technical and non-technical stakeholders.
• Proactive, accountable, and able to own tickets from start to finish.
• Strong problem-solving skills and critical thinking for user issues.
• Experience using AI tools to accelerate troubleshooting and documentation.
• Knowledge of GDPR and EU data handling.

Responsibilities

• Provide desk-side IT support for Windows and Mac devices and mobile hardware.
• Diagnose and resolve hardware, software, and connectivity issues on-site or remotely.
• Serve as primary IT contact for employees across multiple European locations.
• Troubleshoot Microsoft 365 apps and services, escalate as needed.
• Own tickets end-to-end, updating users on progress and resolution.
• Cooperate with global IT teams and external providers to resolve incidents.
• Support device lifecycle management including setup, deployment and replacement.
• Document issues, resolutions, and IT processes in service management systems.
• Identify recurring issues and contribute to process improvements.
• Act as liaison between users and technical teams for smooth support.

Skills

Windows 11

macOS

Microsoft 365

Intune

Azure AD / Entra ID

Active Directory

Teams / Outlook

VOIP knowledge (Teams/Zoom Phone)

Tools

ServiceNow

Microsoft Intune

Cisco / Fortinet networks

Job description

Tapestry is seeking an IT Support Analyst to deliver high-quality, hands-on support for its European corporate offices. You will handle end-user devices, diagnose issues, and ensure uptime while delivering excellent customer service across multiple locations.

The role requires hands-on desktop support, remote and in-person assistance, and collaboration with global IT teams. Hybrid working and UK visa eligibility notes apply.