• Manage complex technical support cases from initial investigation through to resolution. • Reproduce reported issues in a test environment to validate problems and determine appropriate solutions. • Use established diagnostic tools, scripts, and processes to resolve known issues efficiently. • Troubleshoot application configuration, data, workflows, integrations, and system functionality. • Communicate proactively with customers and internal stakeholders to expedite issue resolution. • Maintain accurate case documentation and provide clear, professional updates throughout the support lifecycle. • Escalate unresolved or complex issues with complete investigation findings and supporting documentation. • Collaborate with cross-functional teams, including engineering and product specialists, to resolve product issues and improve support processes.

• Ensure IT Quality & Compliance activities are effectively implemented and monitored across the global IT function. • Support compliance with applicable regulatory requirements and corporate policies within the IT environment. • Provide Quality & Compliance oversight for IT infrastructure qualification and computer system validation activities. • Review and approve key SLC deliverables, including change controls, risk assessments, testing documentation, periodic reviews, and exception management. • Ensure compliance with CSV, electronic records, electronic signatures, and data integrity requirements. • Implement and monitor IT quality processes, including support during self-inspections. • Collaborate with global Quality and Compliance teams to address business quality and compliance needs. • Promote a culture of quality and compliance across the IT organization. • Deliver GxP and non-GxP compliance training and drive awareness among IT personnel. • Monitor adherence to corporate IT policies, procedures, SOPs, and work instructions. • Coordinate and support internal and external IT audits and inspections. • Conduct IT quality assessments and self-inspections, and monitor the effectiveness of CAPA actions. • Provide proactive quality and compliance guidance to support validation and qualification activities.

Role Description We are looking for a competent IT Helpdesk Technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent IT Helpdesk Technician must have a good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company’s reputation and business. - Serve as the first point of contact for customers seeking technical assistance over the phone or email - Perform remote troubleshooting through diagnostic techniques and pertinent questions - Determine the best solution based on the issue and details provided by customers - Walk the customer through the problem-solving process - Direct unresolved issues to the next level of support personnel - Provide accurate information on IT products or services - Record events and problems and their resolution in logs - Follow-up and update customer status and information - Pass on any feedback or suggestions from customers to the appropriate internal team - Identify and suggest possible improvements on procedures Qualifications - Proven experience as a help desk technician or other customer support role - Tech savvy with working knowledge of office automation products, databases and remote control - Good understanding of computer systems, mobile devices and other tech products - Ability to diagnose and resolve basic technical issues - Proficiency in English - Excellent communication skills - Customer-oriented and cool-tempered - BSc/BA in IT, Computer Science or relevant field Company Description

Role Description Regal Legal Services, LLC, a leading provider of comprehensive legal support services, is currently seeking a motivated and experienced Help Desk Support professional to join our dynamic team. As our Help Desk Support, you will be the first point of contact for all technical issues and will provide exceptional customer service and technical support to our staff and clients. - Act as the primary contact for all technical support requests from staff and clients - Diagnose and troubleshoot hardware, software, and network related issues - Install, configure, and maintain hardware and software systems - Ensure proper operation of business applications and peripherals - Document and maintain records of all technical support requests and resolutions - Train and educate staff on technology and software usage - Develop and maintain technical support protocols and procedures - Collaborate with other IT team members to identify and implement process improvements - Stay up-to-date on the latest software and technology advancements to provide the best support possible Qualifications - Bachelor's degree in IT or related field - 2+ years of experience in a technical support role - Extensive knowledge of hardware, software, and network systems - Strong, proven troubleshooting and problem-solving skills - Excellent communication and customer service skills - Ability to work independently and in a team environment - Flexible and adaptable to change - Attention to detail and ability to prioritize and multitask Benefits - Competitive salary and benefits packages - Opportunities for growth and development - Collaborative team atmosphere - Chance to work with cutting-edge technology - Make a real impact on the success of our business