IT Helpdesk & Administrative Support Expert for ISATCOVE

About the role

NTU International is looking for an experienced IT Helpdesk and Administrative Support Expert to provide hands‑on assistance for the ISATCOVE digital self‑assessment tool. The role supports the European Training Foundation’s ETF project, helping vocational excellence centres across multiple countries use the tool effectively and manage certification processes.

Key responsibilities

• Manage the ISATCOVE helpdesk mailbox, track user queries, log issues and ensure timely follow‑up.
• Provide step‑by‑step guidance to users of the ISATCOVE digital tool, delivering clear, structured responses.
• Document issues and solutions, maintain tracking tools, and contribute to FAQs, user guides 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.
• Help the Lead Expert revise certification processes and update related 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 diverse cultural contexts.
• Contribute to monitoring, reporting and consolidating feedback from centres and helpline teams.

Required profile

• Experience in user support or helpdesk operations related to IT tools or digital platforms.
• Familiarity with documentation, issue tracking and the preparation of user guidance materials.
• Ability to work across different countries and cultural contexts, coordinating with multiple stakeholders.
• Strong organisational skills for managing certification administration and operational coordination.

Required skills