ISATCOVE IT Helpdesk and Administrative Support Expert

About the role

NTU International is seeking a Category III expert to provide hands‑on support for the ISATCOVE Helpdesk, certification administration, and user guidance across multiple European Training Foundation partner countries. The role involves assisting vocational centres in using the International Self‑Assessment Tool for Centres of Vocational Excellence (ISATCOVE) and ensuring smooth operation of related certification schemes.

Key responsibilities

• Manage the ISATCOVE helpdesk mailbox, track user queries, log issues and follow up on resolutions.
• Provide step‑by‑step guidance to users of the ISATCOVE digital tool and document solutions.
• Maintain issue‑tracking tools, contribute to FAQs, user guides and short reports.
• Support operational coordination and certification administration, including communication with applicants and registry updates.
• Assist with administrative steps for the Committed to Excellence (CoEx) certificate and badge applications.
• Help the Lead Expert revise certification processes and update related templates and guidance materials.
• Prepare and update online guidance content, Q&A materials and training documentation.
• Organise and support online Q&A sessions, user‑support meetings and helpline training.
• Coordinate follow‑up actions with centres, partner organisations, helpline teams and the project team.
• Contribute to monitoring, reporting and consolidating feedback from centres and helpline teams.

Required profile

• Experience in user support or helpdesk operations for IT tools or digital platforms.
• Familiarity with certification administration and documentation processes.
• Ability to work across different countries and cultural contexts.
• Strong organisational and communication skills.

Required skills