BAU Enterprise Apps Support Specialist

WWF Indonesia; Jakarta Pusat; On-site; IDR 180,000,000 - 240,000,000; Full time

Job summary

WWF Indonesia is seeking an Enterprise Applications Helpdesk Analyst to be the first line of support for Panda Connect users across the national office and branches. You will triage, log, and resolve day-to-day requests at first contact and escalate complex issues to vendors or internal teams as needed.

You will maintain the Knowledge Base, track ticket data, and help build durable first-line support so WWF Indonesia is less dependent on external vendors after Hypercare.

Qualifications

• Fresh graduates welcome; internships and projects valued.
• Prior IT helpdesk or service desk experience is a plus but not required.
• Experience with post-go-live support is advantageous.
• Strong communication and ticket-triage skills.

Responsibilities

• Serve as first point of contact for Panda Connect support requests across WWF Indonesia offices.
• Log, categorize, and prioritize tickets; perform initial diagnosis and triage.
• Resolve issues using the Knowledge Base where possible without escalation.
• Guide users through standard processes to reduce knowledge gaps at first contact.
• Reproduce reported issues in non-production environments when feasible.
• Escalate complex issues to third-party consultants or internal teams per SLAs.

Skills

First-line support

Ticket triage

Knowledge Base

Power Apps

Education

Diploma or Bachelor's in IT

Tools

Business Central

Power Apps

Job description

WWF Indonesia is seeking an Enterprise Applications Helpdesk Analyst to be the first line of support for Panda Connect users across the national office and branches. You will triage, log, and resolve day-to-day requests at first contact and escalate complex issues to vendors or internal teams as needed.

You will maintain the Knowledge Base, track ticket data, and help build durable first-line support so WWF Indonesia is less dependent on external vendors after Hypercare.