IT Helpdesk and Administrative Support Expert (ISATCOVE)

About the role

NTU International is seeking an IT Helpdesk and Administrative Support Expert to provide hands‑on assistance for the ISATCOVE digital tool, a self‑assessment platform for Centres of Vocational Excellence. The role involves supporting users, managing certification processes, and coordinating online guidance across multiple countries.

Key responsibilities

• Handle 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 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” 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 other experts.
• Contribute to monitoring, reporting and consolidating feedback from users 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 cultural and country contexts.
• Strong organisational and communication skills.

Required skills