IT Helpdesk and Administrative Support Expert (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 initiative to strengthen Centres of Vocational Excellence across multiple partner countries.

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 tool, documenting solutions and updating FAQs.
• Maintain tracking tools and produce short reports on support activities.
• Coordinate operational tasks and certification administration, including communication with applicants and registry updates.
• Assist with administrative steps for the Committed to Excellence certificate and badge applications.
• Support the Lead Expert in revising certification processes and updating related templates and guidance materials.
• Prepare and update online guidance content, Q&A materials, and training documentation.
• Organise and facilitate online Q&A sessions, user‑support meetings and helpline training.
• Coordinate follow‑up actions with centres, partner organisations, helpline teams and other experts across different cultural contexts.
• Contribute to monitoring, reporting and consolidating feedback from centres and helpline teams.

Required profile

• Proven experience in user support or helpdesk operations for IT tools or digital platforms.
• Familiarity with documentation, issue tracking and FAQ maintenance.
• Ability to work across multiple countries and cultural contexts.
• Strong organisational and coordination skills.

Required skills

• User support / helpdesk operations

What we offer

• Opportunity to contribute to a European‑wide vocational excellence initiative.
• Collaboration with international experts and partner organisations.