SUPPORT ESCAPE

Every day at work is a little bit of an adventure! Today, your computer is not responding, and you need to fix it ASAP. Make the right decisions to swiftly go back to your day-to-day

YOUR GUIDE

IT Service Center

Use with caution

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This adventure will take you through the twists and turns of resolving an IT issue. Will you be able to carry out this mission successfully? Let's find out!

Tiririri-ri!

Introduction

Welcome to MH Service Center Adventure!

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Missions

Rocket for innovation

Let's start by identifying the issue. Click on the button!

Who will help me?

What is the issue?

Where am I?

How do I contact the IT Service Desk?

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Mission

ACCESS DENIED

Uh-oh... There seems to be a problem

Backpack

Which of your IT solutions is causing an issue? Your choice could well determine the rest of the adventure.

mmm

A. Whatsapp

B. Outlook

C. SAP/Salesforce

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Woow!!

IT Support teams will assist you and solve the issue. Did you know? MH IT Support teams can solve issues for ~800 IT solutions that are in the MH IS&T catalog. For other IT solutions not supported by MH IS&T (Shadow IT), the IT Support teams will not be able to help you with technical problems.

YESSS!

This solution is part of the MH IS&T catalog :)

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Missions

Rocket for Innovation

On to the next step : how to contact the IT Service Desk?

Who will help me?

What is the issue?

Where am I?

How do I contact the IT Service Desk?

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Mission

Notify the IT Service Center

Ok now, It's time to reach out for help and contact the IT Service Desk

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Whatever the IT issue IT Service Desk is your point of contact, remotely or in person. Which communication channel will you choose to contact the IT Service Desk? ...Are you in a hurry?.... Does the issue impact multiple users ?... Would you rather type or talk?

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If you need your issue to be processed as soon as possible, which channel should you NOT select?

mmm

Chat/Teams

Phone call

Email

myIT Portal

IT kiosk/In person

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Awesome!!

DID YOU KNOW?

All requests and issues are processed through a support ticket. You can follow-up on the resolution of your ticket via the the myIT portal

Yeah!

Emails are less effective and take longer to process as the support ticket is not created as soon as you raise your issue

The MH Service Center also monitors IT solutions to detect issues before they impact users.

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Missions

Rocket for Innovation

It's time to find out who will be processing your request.

Who will help me?

What is the issue?

Where am I?

How do I contact the IT Service Desk?

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Mission

Which team will fix your issue? Let's find out how support tickets are directed based on which team has the right expertise.

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The Service Desk and the Local IT Support will always be able to create a ticket for your request. However, they will not necessarily be able to handle the request themselves and resolve it directly. They may have to pass it on to the relevant team. Here, you need to select the team that you feel is best placed to resolve the request.

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Question 1

I just came back from holidays and ... I forgot my password! This request will be resolved by....

A. The on-premise Local IT Support

B. The IT Service Desk

C. Experts to whom the Service Desk has forwarded the request

D. Me! I can solve this problem myself thanks to the Knowledge Center on MyIT Portal

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Question 2

I can't find my order on EazyBuy (Order Management System). This request will be resolved by.....

A. The on-premise Local IT Support

B. The IT Service Desk

C. Experts to whom the Service Desk has forwarded the request

D. Me! I can solve this problem myself thanks to the Knowledge Center on MyIT Portal

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Question 3

My PC won't turn on. I need to change my equipment This request will be resolved by....

A. The on-premise Local IT Support

B. The IT Service Desk

C. Experts to whom the Service Desk has forwarded the request

D. Me! I can solve this problem myself thanks to the Knowledge Center on MyIT Portal

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BONUS question: I’m not sure how to share my SharePoint document with external users. This request will be resolved by... .

A. The on-premise Local IT Support

B. The IT Service Desk

C. Experts to whom the Service Desk has forwarded the request

D. Me! I can solve this problem myself thanks to the Knowledge Center on MyIT Portal

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keep it up!!

Did you know ?

• Local IT support: located in the offices to assist you for example with equipment issues.
• The Service Desk : unique point of contact, can solve simple issues or redirect to other teams.
• Experts: process complex issues or sensitive data.

GOOD JOB!

• Self-help: the Knowledge Center is full of answers!

You've matched all the requests to the right level of support.

Note: MH VIPs such as Philippe Schaus and Maison Presidents have their own dedicated Support team!

Backpack

Missions

Time to find out if you need specific assistance depending on your location

Rocket for Innovation

Who will help me?

What is the issue?

Where am I?

How do I contact the IT Service Desk?

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Mission

Regional Specificities

Wherever you are in the world, IT support can be reached 24/7 and, depending on where you are, IT support is adapted to your specific needs!

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In which region is your office located?

AMERICAS

EMEA

APAC

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APAC

IT Support in APAC provides support in 14 languages!

In the Singapore office an IT Kiosk makes it easier and quicker to handle issues and requests

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EMEA

During the Harvest season in Champagne, a 24/7 Service Center is setup to provide specific equipment and support on IT solutions from the vine to the wineries, via the presses and the analysis laboratories.

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AMERICAS

In AMERICAS, distances from one office to the other can be huge! Offices in New York City, California, Mexico, Brazil and Argentina have on-premise support; other locations are supported remotely and through monthly Tech visits.

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EMEA

During the Harvest season in Champagne, a 24/7 Service Center is setup to provide specific equipment and support on IT solutions from the vine to the tank, via the presses and the analysis laboratories.

Checklist

APAC

IT Support in APAC provides support in 14 languages!

In the Singapore office an IT Kiosk makes it easier and quicker to handle issues and requests

Checklist

AMERICAS

In AMERICAS, distances from one office to the other can be huge! Offices in New York City, California, Mexico, Brazil and Argentina have on-premise support; other locations are supported remotely and through monthly Tech visits.

Checklist

AMERICAS

In AMERICAS, distances from one office to the other can be huge! Offices in New York City, California, Mexico, Brazil and Argentina have on-premise support; other locations are supported remotely and through monthly Tech visits.

Checklist

APAC

IT Support in APAC provides support in 14 languages!

In the Singapore office an IT Kiosk makes it easier and quicker to handle issues and requests

Checklist

EMEA

During the Harvest season in Champagne, a 24/7 Service Center is setup to provide specific equipment and support on IT solutions from the vine to the wineries, via the presses and the analysis laboratories.

Checklist

Oh yeah!!

Did you know?

All around the world, the MH IT Support teams follow common high-quality standards to ensure a homogeneous quality of support

well done !

The IT Service Center strives to provide the best and most efficient service for all IT users.

Learn about the ITIL Framework

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Missions

How is the Service Center working towards more efficiency and more quality? Find out now!

Rocket for Innovation

Who will help me?

What is the issue?

Where am I?

How do I contact the IT Service Desk?

Mission

Rocket for Innovation

The MH Service Center constantly innovates to support you faster, stronger, better !

As it took off, the rocket produced a lot of smoke

Move the smoke out of the screen to discover the innovations!

Wow, you got it!

you've made it!

Your issue is now fixed and you've learned a lot about the MH Service Center along the way!

One last info before you go...

In 2023, 7,8500 incidents and 47,000 requests were processed by IT support at Moët Hennessy. That's around 570 tickets processed per day!

I had fun but I'd rather go back to work now :)

I want to play again!

DID YOU KNOW ?

Ouch!

MH IT Support teams can solve issues for ~800 IT solutions that are in the MH IS&T catalog. For other IT solutions not supported by MH IS&T (Shadow IT), the IT Support teams will not be able to help you with technical problems.

Keep trying!

WhatsApp is not supported by MH IS&T

Ouch!

You need to select the least effective channel of communication.

Keep trying!

This communication channel enables the IT Service Desk to create a support ticket directly, making sure your issue is processed as soon as possible...

DID YOU KNOW?

Ouch!

The MH Service Center is organized in different teams who process different issues depending on their nature and their complexity: - Local IT Support - Service Desk - Experts You can also use the Knowledge Center to fix some issues problems yourself

Keep trying!

You have not associated the issue with the right level of support.

DID YOU KNOW?

Ouch!

The MH Service Center is organized in different teams who process different issues depending on their nature and their complexity: - Local IT Support - Service Desk - Experts You can also use the Knowledge Center to fix some issues problems yourself

Keep trying!

You have not associated the issue with the right level of support.

DID YOU KNOW?

The MH Service Center is organized in different teams who process different issues depending on their nature and their complexity: - Local IT Support - Service Desk - Experts You can also use the Knowledge Center to fix some issues problems yourself

Ouch!

Keep trying!

You have not associated the issue with the right level of support.

DID YOU KNOW?

Ouch!

The MH Service Center is organized in different teams who process different issues depending on their nature and their complexity: - Local IT Support - Service Desk - Experts You can also use the Knowledge Center to fix some issues problems yourself

Keep trying!

You have not associated the issue with the right level of support.