Improving IT service desk communication requires structured processes and clear channels. 1. Implement a Centralized Ticketing System: We once struggled with scattered communication across emails and calls, which caused confusion. Introducing a centralized ticketing system (like Jira) streamlined requests, ensuring all communication was documented and tracked. This cut through the noise and made it easier to prioritize tasks. 2. Set Response Time Expectations: I led an effort to establish clear SLAs (Service Level Agreements) and response time expectations for different ticket types. By communicating these standards to both the team and stakeholders, we reduced redundant follow-ups and improved service delivery clarity.