Tapestry IT Support Analyst

About Tapestry

Tapestry is a New York–based house of modern luxury, uniting the distinctive worlds of Coach, Kate Spade, and Stuart Weitzman. As an employer, the group offers the scale and sophistication of a global fashion leader while preserving the creative spirit and heritage of its iconic brands. Tapestry cultivates an inclusive, purpose-driven culture where design, craftsmanship, digital innovation, and commercial excellence intersect. Its teams are encouraged to think boldly, grow continuously, and contribute to a more responsible future for fashion, making Tapestry a compelling environment for talent seeking impact, creativity, and international opportunity.

Role & Responsibilities

• Provide technical support for end-user devices, including Windows and Mac computers, iPhones, Android devices, and iPads across European business locations
• Deliver hands-on desktop support, diagnosing and resolving hardware, software, application, and connectivity issues both remotely and in person
• Serve as primary point of contact for IT support, delivering high-level 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 trusted liaison between users and technical teams to ensure seamless support experience

Qualifications

• Previous experience in IT support, service desk, technical support, or similar customer-facing technology role
• Knowledge of retail business operations and processes
• Excellent written and verbal communication skills with ability to engage effectively with both technical and non-technical stakeholders
• Proactive and approachable attitude with strong sense of ownership and accountability
• Strong problem-solving skills with 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 such as Microsoft Copilot or Claude to accelerate troubleshooting, documentation, or ticket triage
• Continuous improvement mindset with ability to drive efficiency and enhance employee experience
• Ability to build strong cross-functional partnerships locally and globally
• Self-motivated and adaptable with ability to prioritise workload and manage competing demands in fast-paced environment
• Knowledge of GDPR and data-handling practices in the EU

Skills

Experience

Previous experience in IT support, service desk, technical support, or a similar customer-facing technology role is required. Candidates should demonstrate hands-on proficiency with both Windows and macOS operating systems, Microsoft 365 applications, and modern device management platforms.

Education

No specific formal educational qualification is mandated; however, candidates with relevant IT certifications (such as CompTIA A+, Microsoft certifications, or equivalent) are advantageous.

Workplace

Benefits

Hybrid working arrangement (Tuesday–Thursday office-based, Monday and Friday remote); option to finish early on Fridays; 1 paid volunteering day per year with opportunities to volunteer on global projects; learning and development opportunities; internal mobility and career progression; regular social events; equity, inclusion, and diversity initiatives including employee resource groups and regional inclusion council; 25 days annual 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 family building, fertility, and menopause support via Maven; eyecare vouchers; employee assistance programme; enhanced employer pension contribution; gym discount; interest-free season ticket loan; cycle to work scheme.

Culture

Tapestry fosters a collaborative, inclusive workplace where creativity, craftsmanship, and consumer insight come together across its portfolio of iconic fashion and lifestyle brands. As an employer, it encourages entrepreneurial thinking, global perspective, and continuous growth, empowering teams to shape meaningful brand experiences while contributing to a culture of innovation and belonging.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.