An email message has 2 parts - the header and the message body. The header is made up of control information, most of which is usually hidden by your email client. This information is essential when trying to diagnose an issue with electronic mail.
If you are asked to provide a copy of an email to the IT Support Centre or someone else within ITServices (or any other support organization) you should provide the header information and depending on the content of the message maybe the message body. Most of the header information won't make sense to you but make sure the lines that start with Received: and Message-id: have been included.
If the ITSupport Centre requests you to send the headers of an email (and the body if applicable) they will create an issue for you and send it to you in email. Once you receive this email you can follow the instructions for obtaining the headers and then copy and paste the headers into the email you received.
You can also start the process by completing the online help form and pasting the header information into it.
The process for viewing the headers will depend on which email client you are using and may depend on the specific version you are using. To view the full headers you may need to scroll down the screen. You should see lines including Received and Message-id. If you do not see these lines, try again.
If you are using an email client not listed below there are public web sites dedicated to trying to prevent spam that provide instructions for displaying the headers in various email clients. Two of these are Spamcop and FraudAid. Check these sites to see if your email client is listed.