I. PURPOSE OF THE POSITION

As WWF-Indonesia's Panda Connect System moves from vendor-led Hypercare into steady-state Business-As-Usual (BAU) operations, the main purpose of the Enterprise Applications Helpdesk Analyst position is to serve as the first line of support for all Panda Connect users across WWF-Indonesia's/

This position is responsible for receiving, triaging, and resolving day-to-day user requests and issues at first contact wherever possible — using the established Knowledge Base and documented troubleshooting procedures — and for escalating unresolved or system-level issues to the relevant third-party consultant/vendor or internal technical teams according to agreed service levels.

In addition, this position maintains and grows the Knowledge Base, tracks ticket and defect data to sustain the analytical discipline built during Hypercare, and supports the organization's goal of building durable internal first-line support capability so that WWF-Indonesia is not dependent on the vendor for routine, day-to-day user support after Hypercare formally closes.

While the position originates around the Panda Connect platform, its scope is not limited to it and may extend to other enterprise applications across the organization as needs evolve.

II. ROLES & RESPONSIBILITIES

A. Ticket Intake, Logging & Triage

• Serve as the first point of contact for all Panda Connect (Business Central and Power Apps) support requests submitted by users across the national office and all 11 branch offices.
• Log, categorize (Service Area, Cause Code), and prioritize incoming tickets based on severity and business impact.
• Perform initial diagnosis to distinguish User Error, Knowledge Gap, and genuine System Fault issues before further routing, following the three-way ticket status convention (Completed / In Progress / Waiting for User's Confirmation).

B. First-Line Resolution

• Resolve recurring and previously-seen issues directly using the Knowledge Base (Break/Fix and How-To articles), without escalation, wherever a documented solution exists.
• Guide users step-by-step through standard processes (e.g., Expense submission, MyHR requests, CMT updates, Asset requests) to close Knowledge Gap and User Error tickets at first contact.
• Where possible, reproduce reported issues in a non-production/sandbox environment to confirm root cause before escalating.

C. Knowledge Base Management

• Author new Break/Fix and How-To Knowledge Base articles, following KCS (Knowledge-Centered Service) principles, from newly resolved tickets.
• Review and refresh existing Knowledge Base articles for continued accuracy as fixes, processes, or module configurations change.
• Actively promote Knowledge Base self-service usage among end users to reduce avoidable ticket volume.

D. User Support & Enablement

• Provide day-to-day guidance to end users on Panda Connect modules (Business Central, Expense, PMELS/GMS, MyHR, CMT, Asset).
• Support onboarding of new users, coordinating account and access-request setup in line with the Internal Control Framework (ICF) approval hierarchy.
• Deliver refresher guidance or short how-to walkthroughs where recurring Knowledge Gap patterns are identified in a branch office or division.

E. Standards & Governance

• Follow ITSM-aligned ticketing discipline: consistent status tagging, categorization, and documentation standards.
• Ensure all support activity aligns with the Internal Control Framework (ICF) and WWF-Indonesia's data-handling and security policies.
• Maintain neutral, non-blaming language in ticket documentation and user-facing communication, consistent with KCS methodology.

III. COORDINATION MATRIX

• Internal: ICT Manager (Direct Supervisor), Internal ICT Team, Business Process Owners, System Champions/Super Users.
• Eksternal: Third-Party Implementation Consultant / Vendor.

IV. QUALIFICATIONS

• Diploma or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field
• Fresh graduates are welcome to apply — relevant experience gained through internships, apprenticeships, or academic/practical projects is valued alongside professional work experience
• Prior experience in an IT helpdesk, service desk, or end-user support role is an advantage but not required
• Experience supporting systems post go-live (hypercare, stabilization, or BAU support) is an advantage.

At Yayasan WWF Indonesia, we are committed to creating an inclusive working environment where diversity is valued and equal opportunities are provided to all. We therefore welcome applications from all sections of the community and offer a range of benefits to support a healthy work-life balance.

Please submit your application by clicking the Apply button below or sending your Curriculum Vitae (CV) to vacancy@wwf.id with the subject “Position Title – Name” no later than September 11th, 2026.

We encourage early applications, as this vacancy may close prior to the deadline once a suitable candidate has been identified.