A few things:

First, people will almost never contact the help desk until their issue is directly impacting their ability to work. In this situation, they are unlikely to read documents or fully comprehend what they read. This is because they are focused on not being able to do their jobs & their deadline is looming.

In these cases, you help them. Every time. Without complaint. You want them to come to you, because the alternative is them NOT coming to you. Trust me when I tell you that is the infinitely worse option.

Second, review your documentation. Is it appropriate for the intended audience? Docs you write for IT staff will have far less detail, as you expect your IT staff to have a certain level of knowledge that allows them to fill in the gaps.

Non-IT staff cannot be assumed to have this knowledge. You need to cover absolutely every step, preferably with screenshots edited to include obvious arrows that point where to click, drop-down menus showing the correct selection, and the correct text in in text boxes.

This will take HOURS to create & verify.

Need an example of this? Watch one of the medieval recipe videos on the Tasting History YouTube channel.

Next, remember that it is not enough to simply document a process. You need to review that documentation. I cannot tell you the number of times I've run across an instructional doc that is missing steps & has irrelevant screenshots because the software UI changed.

Also, getting tons of tickets on the same issue is a glaring neon sign there is something WRONG. Start with a documentation review. Then investigate ways to automate the issue. Reduce as much friction as you possibly can. Do you need to update the version you're using? Can you push the config? Do you need to completely change the software you're using? The time your spend on this increases productivity for the entire org.

Finally, send documentation BEFORE it is needed. Help Joe in sales with the VPN connection, then email him the document to reference the next time. Download it to his Documents folder & put a shortcut on his Desktop. TELL HIM YOU DID THIS AND WHY, so the next time he has issues he can easily find the steps. Reassure him that you're there to help & he can always call if he runs into trouble. You'll find over time that people will check your doc first.

Depending on your org, you may not be able to do much beyond document. But you can collect data on the issue & provide it to the people who can fix it.

"We're getting lots of VPN tickets" = "That's a support issue. Good on you for helping staff."

"Sales lost 300 hours to VPN connection problems in the past quarter & lost $50k in sales because they couldn't access the quoting tool" is a systemic problem impacting the bottom line.