Senior time back
Engineers stop being the after-hours helpdesk. They get tickets that are actually tickets.
Internal + product
Password resets at 2am should not wake a founder.
Round Clock started as a support company that also knows the IT queue. We handle L1 for your customers and, when you want it, for your own staff: access, devices, SaaS how-to, and clean tickets for the engineers who should only see L2.
The gap we fill
Internal IT is either a heroic Slack channel or a graveyard inbox. Both burn senior people on junior work, especially across timezones.
How the desk runs
We sit in your ITSM or the same helpdesk you already use. Agents follow runbooks: MFA resets, mailbox access, VPN, printer, SSO, and 'which link is the right link'. Anything that needs admin rights or code is packaged with logs and sent onward.
What is in scope
- L1 intake for staff and end users, 8 hours through 24/7
- Remote troubleshooting with the tools you approve
- Proactive notes when the same incident repeats
- Priority tags so real outages skip the how-to queue
- Handoffs your engineers will not resent
Password, MFA, and SSO
Device and printer basics
SaaS how-to for the apps you list
Customer-facing product L1
Outage comms according to a script you write
Fewer repeat incidents
We flag patterns — the same SSO failure, the same broken template — instead of treating each as new.
Coverage that follows the sun
Staff in North America get answers while your local IT is asleep, and the other way around.
Platforms
We work where you already are.
Jira Service ManagementFreshserviceZendeskServiceNowHaloSlackTeamsNinjaOne
Questions on it helpdesk & remote support
Is this a managed IT provider?
No. We are L1 support: the front door. We do not own your fleet, your identity provider, or your on-call engineering rotation.
Can customer support and internal IT share a pod?
Yes, if the skills overlap. Many Dedicated accounts run both queues with routing rules and separate SLAs.
Other channels
All services10% off your first month
Put it helpdesk & remote support on a trained roster.
Tell us the channels, the window, and the tools. We will send a coverage quote — seats, hours, and the first-month total with 10% off.