Provision of dedicated 
IT Specialists and teams

Our IT support specialists

Ambassadors of CeRFI in the world of the Service Desk, IT support specialists engage in a variety of missions, covering all contexts, environments, and durations. They embody the daily commitment to quality, a sense of service, and the professional expertise of CeRFI.

Today, the CeRFI team brings together more than 180 IT support specialists. With an average age of 35, it combines hands-on experience with an understanding of the current challenges in user support. It comprises 30% women and 70% men.

Staff Augmentation

CeRFI offers the provision of specialists or Service Desk teams who work directly within client teams for N1 and N2 support.

For CeRFI, the delegation goes beyond a simple operational reinforcement: its specialists sustainably embody its values, expertise, and quality standards, while representing the Service Desk profession within client organisations.

Because the most effective IT support is that which is provided closest to the users, the specialists at CeRFI operate on-site, in the client's work environment, using their tools and processes. They act as intermediaries between CeRFI and the client, ensuring continuity, quality of service, and proximity.

Continuous Learning and Career Development

At the end of their initial training (CoRInf), support officers continue to develop their skills through a continuing education programme, designed to meet both their aspirations and the requirements of their roles.

They can thus deepen their expertise in key areas, notably:

• the best ITIL® practices
• the improvement of information technology (Windows, cloud, etc.)
• the development of language skills
• team management
• project management
• as well as many other themes related to IT support and services

This continuing education policy ensures a high level of expertise and serves as a guarantee of quality, reliability, and performance for the services provided to clients.

At CeRFI, the monitoring of professional development is part of a structured career plan, managed by Human Resources. It ensures that each employee has access to continuous e-learning training pathways, aligned with the evolution of their responsibilities and tasks.

This system, called the "credit system", allows everyone to develop their expertise, enhance their potential, and access increasingly specialised assignments.

This approach allows us to have experienced, versatile specialists who can intervene on a wide range of tasks, thus meeting the expectations of clients eager to sustainably optimise their IT service.

The CeRFI skills management system is based on clear and structured criteria:

• lcontinuing education in e-learning and the qualifications obtained
• professional experience and seniority
• technical expertise in computer science (U-CH, recognised technical certifications)
• the mastery of IT governance frameworks (ITIL, project management)
• the mastery of foreign languages useful to our clients' environments

​

Profiles of our specialists

The field of IT support is still not well covered by traditional academic pathways, so CeRFI has chosen to develop its own internal training programme. This approach allows it to train specialists in line with the requirements of the Service Desk and the realities of the field.

Established in 2000 and regularly updated since, this programme is aimed at individuals who wish to enter the field of IT support, particularly through a career change.

In this context, CeRFI has designed the CoRInf programme, a structured training pathway dedicated to IT support, enabling the training of between 20 and 30 specialists each year, depending on market needs.