Purpose: The Help Desk Analyst performs all necessary aspects of internal and external customer service and interacts with Michigan Care Improvement Registry (MCIR) users via phone, fax, or email providing technical assistance and support for incoming queries and issues related to the MCIR and MCIR/SIRS system; work with helpdesk staff, and Lead Help Desk Analyst to ascertain new or emerging issues; and participate in pre- and post-release MCIR system testing as needed. They will work collaboratively with the MCIR Helpdesk team and support the MCIR Education and Training team. The incumbent will work with MCIR users with MCIR functions and members of the public with immunization record needs, triage and facilitate issues to resolve and provide customer support.

• Take responsibility for successful completion of work assignments.

• Create, deliver, and maintain Customer Service procedures and documentation regarding telephone coverage functions (forward, VM retrieval, greetings, etc.), email access/response, and other information as needed.
• Model professional behavior while providing customer service for telephone/email support; assisting customers in resolving specified issues through research, follow- up, resolution techniques, or referral to appropriate regional training staff, field or program SOM staff of Michigan, local health department partners, MCIR or Division of Immunization staff as needed.
• Establish and maintain regular coordination with MCIR Helpdesk personnel to ensure fluid communication and collaboration on new or emerging issues.
• Work in collaboration with Division of Immunization Section admin/secretarial staff for the appropriate storage and retrieval of Customer Support Services documents.
• Maintain a ‘call/email/documentation issue log,’ tracking issues/tickets/contacts according to established or new procedures.

• Assist in helpdesk initiatives such as customer service satisfaction surveys, and user group training.
• Research, collect, consolidate, analyze helpdesk requests and needs related to COVID, and other immunization outbreaks.
• Other duties related to the Michigan Immunization Information System as assigned by Section or Unit Manager.
• Provide management with ‘call/email/documentation/issue/ticket log,’ metrics as requested and utilize and maintain any customer relationship management tools as implemented.
• Work collaboratively with the MCIR Support Services – Lead System Testing & Communication Analyst and MCIR Performance Analyst regarding assistance in final validation of reported system issues or system enhancements post-production or be willing to assist in UAT release testing the MCIR IIS system as requested or needed.
• Recommend program policies and procedures regarding design, delivery and analysis of MCIR/Immunization Information System and MCIR/SIRS agreements and forms.
• Assist in designing, implementing, and documenting, as well as use and maintain computer-based data collection, processing, and reporting systems to record and analyze helpdesk data to support program and service activities.
• Attend MCIR Staff meetings and provide reports on customer issues or changes needed to improve customer service, or training resources in correlation with issues coming into the MCIR Helpdesk.
• Maintain a positive, strong, credible, professional, and interpersonal relationship with all Division of Immunization staff, regional education and training team, field staff and always represent best interest of MDHHS and MPHI.
• Process MCIR record and record change requests and assist with deduplication, and MCIR related inquiries and recognize and refer sensitive request to immunization staff, Helpdesk Lead Analyst and or management.

Qualifications/Requirements: