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 ISATCOVE digital assessment tool 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 produce structured responses.
• Document issues, 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.
• Help the Lead Expert revise certification processes and update related tools, 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 other experts across different cultural contexts.
• 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 documentation, issue tracking and reporting.
• Ability to work with partners from diverse countries and cultural backgrounds.

Required skills

What we offer

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