Isatcove It Helpdesk And Administrative Support Expert

NTU International is preparing a proposal for the ETF project: ISATCOVE Helpdesk Support. The ISATCOVE assignment is part of the Internationalising Vocational Excellence: CoVEs as engines for innovation and implementation of VET reforms (IntVE) initiative, implemented by the European Training Foundation (ETF). The initiative aims to strengthen Centres of Vocational Excellence (CoVEs) as drivers of innovation and vocational education and training reform.

At the core of the assignment is the International Self-Assessment Tool for Centres of Vocational Excellence (ISATCOVE), a digital tool that enables centres to assess their level of vocational excellence and identify areas for further development. The assignment will support the coordinated and sustainable implementation of ISATCOVE and its related certification schemes, including the Committed to Excellence certificate and the revision of the Vocational Excellence certificate. It will also include helpdesk support, operational coordination, certification administration, guidance updates, and the creation of decentralised ISATCOVE helplines to enable centres to use the tool independently and effectively.

NTU International is seeking Category III Experts from ETF partner countries only to provide hands-on support for the ISATCOVE helpdesk, certification administration, user guidance, online support sessions, and follow-up with centres and partner organisations across different countries and cultural contexts.

Key Responsibilities

- Provide hands-on support to the ISATCOVE helpdesk function, including mailbox handling, user-query tracking, issue logging and follow-up.

- Support users of the ISATCOVE digital tool by providing practical, step-by-step guidance and structured responses to queries.

- Document issues and solutions, maintain tracking tools, and contribute to FAQs, user guidance and short reports.

- Support operational coordination and certification administration, including communication with applicants, registry updates, documentation and monitoring of centre progress.

- Assist with administrative steps related to Committed to Excellence (CoEx) certificate and badge applications, in line with ETF instructions and agreed methodology.

- Support the Lead Expert in the revision and documentation of certification processes, including preparation or updating of tools, templates and guidance materials.

- Support the preparation and update of online guidance content, Q&A materials, information-page content and training-related documentation.

- Assist in organising and supporting online Q&A sessions, user-support meetings and helpline training sessions.

- Coordinate follow-up actions with centres, partner organisations, helpline teams, the project team and other experts across different country and cultural contexts.

- Contribute to monitoring, reporting and consolidation of feedback from centres and helpline teams.

Required Profile

- Experience in user support/helpdesk operations related to IT tools or digital platforms.

- Experience providing structured responses to user queries, documenting issues and solutions, and maintaining tracking or monitoring tools.

- Experience supporting the preparation and update of guidance content, FAQs, user instructions, short reports or similar knowledge products.

- Experience supporting online Q&A sessions, webinars, user-support meetings or similar online collaboration formats.

- Experience assisting with administrative steps in certification or quality-assurance processes, including managing communications and updating records.

- Experience working with centres, partners or users across different countries and cultural contexts.

- Strong organisational skills and attention to detail, including mailbox management, issue logging, registry updates and follow-up tracking.

- Confident use of digital tools and online collaboration platforms, with the ability to guide users clearly and practically.

- Effective teamwork and communication skills, with the ability to coordinate follow-up actions and support online sessions.

Assets

- Expertise in vocational education and training (VET), vocational excellence, Centres of Vocational Excellence (CoVEs), VET quality assurance or certification processes.

- Prior exposure to ISATCOVE, VET quality tools, self-assessment tools, certification schemes or similar digital guidance systems.

- Additional working languages relevant to ISATCOVE users are considered an asset.

Languages

- English at C1 level is mandatory.

- Knowledge of additional ISATCOVE user languages is considered an asset.

Please note that inclusion in the expert pool does not guarantee immediate assignment. Experts will be contacted based on project requirements and matching qualifications. Only shortlisted candidates will be contacted.