IT Helpdesk and Administrative Support Expert

About the role

NTU International is looking for an IT Helpdesk and Administrative Support Expert to provide hands‑on assistance for the ISATCOVE digital tool under the European Training Foundation’s IntVE initiative. The role involves supporting vocational excellence centres across multiple countries, ensuring smooth operation of the helpdesk, certification processes and user guidance.

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 clear responses to inquiries.
• 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 according to 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 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

• Proven experience in user support or helpdesk operations for IT tools or digital platforms.
• Familiarity with certification administration and documentation processes.
• Ability to work with partners from different countries and cultural backgrounds.
• Strong organisational and communication skills.

Required skills