IT support sometimes asks you to provide information or perform a step that sounds technical but is actually quick and simple once you know where to look. This article covers the most common requests - step by step, no technical knowledge needed.

🖨️  This article has a printable one-page reference card at the end. Print it and keep it at your workstation so you can find this information quickly when IT calls.

🖥️  Find Your Computer Name

1.  Click the Start menu (Windows icon in the bottom-left corner).

2.  Type "About your PC" in the search bar and press Enter.

3.  Under Device specifications, look for Device name - that is your computer name.

4.  Tell IT the full device name exactly as it appears.

   ⚠️  Faster method: Press Windows key + R, type sysdm.cpl, press Enter. Your computer name is on the Computer Name tab.

🌐  Find Your IP Address

1.  Click the Start menu and search for Command Prompt.

2.  Open Command Prompt - a black window will appear.

3.  Type ipconfig and press Enter.

4.  Look for IPv4 Address under your active network connection (Ethernet or Wi-Fi). That number is your IP address.

5.  Read the full number to IT - e.g. 192.168.1.45.

   ⚠️  Alternative: Settings → Network & Internet → click your connection → scroll to Properties → IPv4 address.

📸  Take a Screenshot and Send It

1.  Best method - select an area: Press Windows + Shift + S at the same time. Your screen will dim and your cursor turns into a crosshair. Click and drag to select the area you want to capture.

2.  A thumbnail will appear in the bottom-right corner - click it to open the Snipping Tool and annotate if needed.

3.  To send: open a new email or Teams message and press Ctrl + V to paste the screenshot directly in. No need to save it as a file.

   ⚠️  Full screen shortcut: PrtScn (Print Screen) key — pastes the whole screen when you Ctrl+V.

   ⚠️  Active window only: Alt + PrtScn — captures just the app you are currently using.

💡  Annotate before sending: After pressing Windows+Shift+S, click the thumbnail to open Snipping Tool. Use the pen or highlighter to circle the error or area IT needs to see. This saves a lot of back-and-forth.

🪟  Check Your Windows Version

1.  Press Windows key + R at the same time to open the Run dialog.

2.  Type winver and press Enter.

3.  A dialog box will appear showing your Windows edition (e.g. Windows 11 Home or Windows 11 Pro) and the version/build number.

4.  Read IT the full version - e.g. "Windows 11, Version 23H2, Build 22631".

   ⚠️  Alternative: Settings → System → About. Scroll to Windows specifications.

📦  Check Your Office Version

1.  Open any Microsoft Office application - Word, Excel, or Outlook.

2.  Click File in the top-left corner.

3.  Click Account in the left sidebar.

4.  Under Product Information you will see the Office version and channel (e.g. Microsoft 365 Apps for Business, Version 2404).

5.  For the full build number, click About Word (or About Excel / About Outlook).

6.  Read IT the version number shown - e.g. "Version 2404, Build 17531.20152".

   ⚠️  If you use Outlook on the web only, tell IT: "I use Outlook Web, I do not have the desktop app installed."

📋  Copy and Send an Error Message

1.  When the error message appears, do not close it.

2.  Press Windows + Shift + S to take a screenshot of just the error dialog.

3.  Paste it into an email or Teams message to IT with Ctrl+V.

4.  Bonus: some error dialogs let you click on them and press Ctrl+C to copy the text. Try it — then paste the text into your message as well.

5.  Include a one-line description of what you were doing when the error appeared.

   ⚠️  Never just say "there's an error" — the specific message and error code are what IT needs.

🔄  Check for Windows Updates

1.  Click the Start menu and go to Settings (the gear icon).

2.  Click Windows Update.

3.  Click Check for updates.

4.  If updates are available, click Download & install and wait for them to complete.

5.  Restart your computer when prompted - do not skip this step.

6.  Tell IT: either "Windows is up to date" or the version number shown after updating.

   ⚠️  Updates can take 10–30 minutes. Do not force-shutdown your computer during an update.

🧹  Clear Your Browser Cache

1.  Press Ctrl + Shift + Delete in Chrome or Edge (the two most common browsers).

2.  A dialog will open. Set the Time range to All time.

3.  Make sure Cached images and files and Cookies and other site data are both checked.

4.  Click Clear data (Chrome) or Clear now (Edge).

5.  Close the browser completely and reopen it.

6.  Try the task again and tell IT if the problem is resolved.

   ⚠️  This does not delete your passwords, bookmarks, or history unless you specifically check those boxes.

🕵️  Open a Private / Incognito Window

1.  Chrome or Edge: Press Ctrl + Shift + N. A new window with a dark theme or incognito icon will open.

2.  Firefox: Press Ctrl + Shift + P.

3.  Try your task again in this window.

4.  Tell IT whether it worked or not - both answers are useful.

"What browser are you using?"

Look at the icon you click to get to the internet. Chrome is a coloured circle, Edge is a blue/green wave, Firefox is an orange fox. If unsure, click the three dots (⋯) in the top right of your browser → Help → About - it will tell you the name and version.

"Can you restart your computer and try again?"

Click Start → Power → Restart (not Shut Down). Wait for it to fully restart before testing again. On Windows 11, Shut Down may not fully clear memory - always use Restart when IT asks.

"What's your username / work email?"

Your username is your full work email address - e.g. [email protected]. Find it by clicking your profile picture in Outlook, Teams, or any Microsoft 365 app.

🛟  Need more help?

Contact the IT Help Desk. Use the steps in this article to gather the information they need before you call — it makes every support call faster.