IT Helpdesk and Administrative Support Expert for ISATCOVE

About the role

NTU International is looking for an experienced IT Helpdesk and Administrative Support Expert to support the ISATCOVE project, a digital self‑assessment tool for Centres of Vocational Excellence. The expert will work closely with the Lead Expert and partner organisations across multiple countries, providing hands‑on helpdesk assistance, certification administration, and user guidance.

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 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 (CoEx) 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 material 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

• Proven 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 cultural and country contexts.
• Strong organisational and communication skills.

Required skills