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GLYNWED METAL SERVICES I.T.

DEPARTMENT CHARTER

Mission: Our purpose is to enhance the efficiency and responsiveness of the Group by
providing accurate and timely management of information in order to maximise
competitive advantage.

Principles: To supply and maintain high quality business systems for the GMS Group

To continually assess new developments in I.T. for the benefit of GMS

To enhance the performance of the Group by providing the most reliable service possible

To provide quality and reliability

Understand and meet the Group’s current and future I.T. requirements

To promote partnerships between the Department and its colleagues within the Group

Values: Be professional and friendly in all we do

Be trusted by our users by providing a quality and dependable service

Work and communicate effectively as a team

Communicate with users clearly and concisely

Motivate and develop individuals within the team

Be aware of the Group’s commercial strategy

Goals: Agree specific user requests in writing prior to actioning

Follow up to ensure user satisfaction

Achieve all planned and agreed deadlines

Computer systems to be available for a minimum of 95% of standard support hours averaged
out over any given month

Establish measurable targets against which work in progress can be monitored

Send out annual questionnnaire to all computer users for analysis, feedback and action

Establish ongoing education of all I.T. staff in relevant Branch operations

Respond to all hotline problems and queries within 30 minutes

...................................................................................................................................... Hold a weekly status


review of outstanding logged calls

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