IT Professional - Global Service Desk (f/m/d)

Are you passionate about hands-on IT support and ready to make a difference in a fast-paced, global environment?

The role

As our new IT Supporter, you will play a vital role in delivering high-quality end-user IT support at our site in Heidelberg. You will provide 1st and 2nd line support, maintain local equipment, and collaborate closely with both local and global IT teams to ensure smooth and efficient operations.

You will join a team of dedicated Service Desk colleagues based across Europe and the US and report directly to the Global Service Desk Lead.

At Ascendis Pharma, we believe that people thrive when they feel supported, trusted, and part of something meaningful. In Heidelberg, you’ll join a team where collaboration isn’t just part of the job - it’s the way we work. Whether it’s solving problems together, sharing knowledge across borders, or simply enjoying each other’s company, we value the relationships that make great teamwork possible.

We take pride in delivering high-quality support and creating space for our technicians to go deep on issues - not just push out quick fixes. Your ideas will be heard, your contributions will matter, and you'll have the chance to shape how we work, grow, and improve - together.

The Heidelberg site is preparing to move into a brand-new, purpose-built facility in 2026, located right next to the Heidelberg train station. Joining at this stage offers a unique opportunity to contribute from the beginning - supporting the transition, helping shape local IT workflows, and becoming part of a forward-looking setup from day one.

Requirements

You will be responsible for:

• Acting as the first point of contact for technical issues and delivering hands-on 1st and 2nd level support

• Preparing and configuring IT equipment for new hires and coordinating logistics, including local inventory management, shipping, and receiving
• Performing routine maintenance, software updates, and hardware installations — including meeting room technology and shared equipment
• Supporting the daily operation of local IT services, infrastructure, and related processes
• Logging, resolving, and escalating incidents using ServiceNow in line with global standards
• Collaborating closely with local colleagues, student assistants, and the global IT team to ensure consistent service delivery
• Contributing to documentation and internal knowledge sharing to support learning and improve resolution times

Your professional qualifications

You hold a degree in Information Technology or a related field and have 1–3 years of experience in IT support or a similar role. You are proficient in English at a professional level, both written and spoken.

Furthermore, you have:

• A structured and proactive approach to troubleshooting and resolving IT issues
• Clear and confident communication skills, with the ability to support non-technical users in a professional and service-minded way
• Solid hands-on experience with Microsoft Windows, Microsoft 365, Defender, Azure, and basic networking
• Familiarity with device management tools such as Intune, Endpoint Central, SCCM, or similar platforms (a plus, not a requirement)
• The ability to stay organized, adaptable, and focused in a dynamic and growing environment

As a person, you are a dependable and self-motivated team player who enjoys helping others and solving problems.

Furthermore, you:

• Are approachable and confident in face-to-face user interaction
• Work well independently and in a collaborative, international environment
• Are willing to take initiative and ownership of tasks
• Have a continuous improvement mindset
• Communicate clearly and professionally in both German and English

Benefits

• Onboarding:
  A structured Onboarding program designed to help you settle in quickly and get familiar with your role and our company culture

• Learning & Development:
  Customized training opportunities with generous financial support to foster your professional growth
• Connectivity & Mobility:
  Direct access to a tram station and parking spaces for both cars and bicycles
  We offer a JobTicket based on the Deutschlandticket, and after your probation period, you’ll have the option to lease a JobRad (company bike)
• Food & More:
  Enjoy free soft drinks, fresh fruit, a wide variety of snacks, and a complimentary lunch every day
• Compensation & Benef