How can we cut down on the same IT support questions?

Start with the requests you can remove rather than explain. Self-service password resets can take a lot of routine work off the queue, and an endpoint manager may be able to install and configure the VPN automatically.

Printer connections can sometimes be deployed or scripted too, though that may depend on the setup. Pick the most frequent request first and see how much of it can be handled without a ticket.

Put the relevant instructions in front of people when they ask for help. A ticket category for VPN, for example, could show the setup guide or send it in an automatic response. That is more useful than expecting someone to search a big documentation library first.

Keep a way to submit the ticket if the guide doesn't solve it. Ask which step failed and what happened, then use those answers to fix confusing instructions.

For the tickets that still come in, make a short reusable response with a link to the right guide. If people repeatedly get stuck at the same point, that's a good reason to revise that part of the guide rather than just sending it again.

A search or chat tool connected to the internal knowledge base is another option. It could suggest relevant articles during ticket creation and ask whether they solved the problem before the ticket is submitted.

That adds another tool to maintain, though, and it still depends on the underlying documentation being useful. Keep the support route available when the suggested answer misses the mark.

Some repeat questions are just going to be part of support. Even with good guides and automation, people may prefer to call or email when something breaks. I'd aim to make the common cases easier to handle, not expect the queue to disappear.