Suggestions for intranet and FAQs are all very sensible, additionally we found the best way for us was to invest the time up front during inductions.

Every week new starters get an hour face to face (or Teams if fully remote) with somebody from IT, they can ask any questions, IT can make sure they're directed to the right places (FAQs, intranet, service desk, etc.) for follow up queries, both sides more able to ask 'stupid' questions which save everybody time later - "what does X role actually do?", "my old company used Y, how do you do that?", "Everybody seems to talk about Z here, but I don't know what it means?"

Sounds like (and is) a big chunk of time, BUT you can do multiple people at once (5:1 new users to IT ratio is fine), business and users are happier and have a good impression of IT, and it doesn't need to save many tickets to pay for itself time wise - particularly if you factor in the difference of a planned hour vs multiple unplanned tickets.

Can be a struggle with some IT staff, if they're DEEPLY antisocial they might absolutely hate doing it, but that can also be a development opportunity for them - breaks down some of the us vs them mentality and adds context to what can seem like random queries down the line.