IT Helpdesk & Administrative Support Expert for ISATCOVE

About the role

NTU International is seeking an IT Helpdesk and Administrative Support Expert to provide hands‑on assistance for the ISATCOVE digital tool, which supports Centres of Vocational Excellence across Europe. The role involves managing the helpdesk, supporting certification processes and coordinating with partners in multiple countries.

Key responsibilities

• Handle the ISATCOVE helpdesk mailbox, track user queries, log issues and ensure follow‑up.
• Provide step‑by‑step guidance to users of the ISATCOVE digital tool and deliver structured responses.
• Document issues and solutions, maintain tracking tools and contribute to FAQs, user guidance and short reports.
• Support operational coordination and certification administration, including communication with applicants, registry updates and monitoring centre progress.
• Assist with administrative steps for the Committed to Excellence certificate and badge applications in line with ETF methodology.
• Support the Lead Expert in revising certification processes and updating tools, templates and guidance materials.
• Prepare and update online guidance content, Q&A materials, information‑page content and training documentation.
• Organise and support online Q&A sessions, user‑support meetings and helpline training sessions.
• Coordinate follow‑up actions with centres, partner organisations, helpline teams and other experts across different cultural contexts.
• Contribute to monitoring, reporting and consolidation of feedback from centres and helpline teams.

Required profile

• Experience in user support/helpdesk operations related to IT tools or digital platforms.
• Ability to track, document and resolve issues while maintaining clear records.
• Familiarity with certification administration and related documentation processes.
• Strong communication skills for interaction with partners across diverse cultural contexts.
• Capability to prepare and update guidance materials and support online training sessions.

Required skills