Application Helpdesk Intern - WFO Surabaya

Key Responsibilities

• Support the L1 Application Support team in handling day-to-day application-related inquiries and issues from business users.
• Assist existing L1 staff with basic troubleshooting and issue investigation under guidance.
• Help gather relevant information from business users to better understand reported issues.
• Assist in checking and analyzing transactional data to support issue investigation.
• Support the team in recording and updating tickets, including issue details, progress, and resolution status.
• Follow up on assigned tickets and help ensure information is properly documented and updated.
• Assist L1 staff in communicating with business users and relevant internal teams when required.
• Support the preparation and updating of FAQ and knowledge base documentation based on recurring issues and solutions.
• Learn and follow established incident handling and Helpdesk procedures.
• Provide additional support to L1 staff during periods of high workload or urgent incidents.

Requirements

• Currently pursuing a degree/diploma in IT, Computer Science, Information Systems, Engineering, or related fields is preferred but not mandatory.
• Good problem solving and analytical skills.
• Good verbal and written communication skills.
• Basic ability to work with and analyze data, particularly using Excel.
• Willingness to learn application troubleshooting and Helpdesk processes.
• Detail oriented and able to follow structured procedures.
• Service oriented, patient, and responsive when dealing with users.
• Able to work collaboratively and learn from experienced L1 staff.
• Basic knowledge of SQL, databases, or application support would be an advantage.
• Work Location: Surabaya

Nice to Have

• Basic knowledge of SQL / database querying.
• Familiarity with ticketing systems or Helpdesk tools.
• Basic understanding of application/system support.
• Experience with data analysis using Excel or similar tools.
• Previous internship, project, or academic experience involving IT support, application support, data analysis, or troubleshooting.