Nomad Digital

Sales

• Own and develop long‑term strategic relationships with key customers at senior and executive level
• Define and execute multi‑year account strategies aligned with customer programmes and business objectives
• Drive new business development within existing key accounts and targeted new customers
• Lead commercial discussions and contract negotiations
• Produce high quality proposals and maintain full accountability for revenue and forecasts
• Collaborate with internal teams to ensure seamless execution and long‑term customer satisfaction

Head of Sales

Analyst

• To use the incident management system, logging issues in an accurate and timely manner, dealing with issue escalations and progress issues to closure within the current SLAs in place.
• Dealing with telephone support calls, presenting a professional image of Nomad to the customer and dealing with the call through the incident management system.
• Dealing with customer emails presenting a professional response to the customer and dealing with the email through the incident management system.
• Utilising Nomad’s monitoring and alerting tools deal with issues raised through the incident management system.
• Pro-actively monitor live issues and bring them to closure within the agreed SLA’s, updating the status in the incident management system.
• Undertake analysis of issues and provide remediation to resolve the issue, documenting the activities into the incident management system.
• Where issues are beyond the technical capabilities of the Service Desk Analyst they should escalate the issue to the Senior Service Desk Analyst ensuring that all handover information is accurately recorded in the incident management system.
• Where issues require escalation to 2nd line support the Service Desk Analyst must first escalate the issue to a Senior Service Desk Analyst to approve and or review the escalation.
• Ensuring that the Team Leader is updated to any issues that could manifest themselves as a customer complaint about Nomad’s service provision.
• Co-ordinating their activities with the other Service Desk Personnel.
• Share gaps with Quality/Knowledge/Training to improve incident handling and put actions in to prevent future defects.
• Contribute to lessons learned with the service management coordinators.
• Customer reports issued on time.
• Identifying and resolving issues where data accuracy within Nomad systems is identified.
• Undertaking report generation and data retrieval activities.

Service Desk Analyst

Engineer

• Coordinate the technical delivery of projects, from solution design and documentation to testing, deployment, and troubleshooting.
• Work closely with the Project Manager to coordinate internal teams and ensure deliverables are completed within the specified timescales.
• Engage with clients to determine requirements, agree solutions, review documentation, agree test plans, and present results.
• Design solutions during the presales stage and finalise designs during the project phase.
• Create project documentation in line with requirements and planning.
• Support factory acceptance testing (FAT) and on-site acceptance testing (SAT) to ensure successful service delivery.
• Troubleshoot issues through direct investigation or by coordinating with internal teams or manufacturers.
• Manage the handover to clients or in-house support staff, including training.

Head of Sales

Service Desk Analyst

Project Engineer