My second job in technology was in CS working a Tier 1 helpdesk for clients in the sub $50k annual contract range. Tickets came in from more than 150 different organizations for a range of issues that varied from basic login challenges to significant software bugs that needed escalation. 

The SOP was straightforward with regard to case management, and at times it got a bit monotonous - check the queue, clear the queue, and do it all again the next day. I already knew this routine well from two and a half years of managing field claims as an adjuster. 

By Aaron Howerton.