Summary
If IT suspects there is malware on a device that can't be removed by the normal antivirus, it will ask that an offline scan is run following the below steps.
Steps
Ensure you close all applications and save all files first
1. Open Software Center
Click on the start menu and type the word software.
Click on the application called "Software Center" like below
2. Click on the option called "WDO Offline Scan"
You can enter WDO in the search box to the top right to more easily locate it
3. Click Install
4. Wait for it to install, it will reboot automatically
This could take a while
5. Wait while the PC scans
6. It will reboot automatically back to windows
Once it reboots back to Windows, let us know by replying to the email. 