Consulting Training Blog Careers About Us Contact Us

Citrix XenApp and XenDesktop Help Desk Support Training

Course ID: CXD-105
Duration: 2 Days

Upcoming Classes

Sorry, nothing scheduled right now. Click the Get Notified button below to be alerted when a class is scheduled.

Get Notified

On Site/Private

Can't find a class that fits right for you? Contact us to inquire about scheduling your own private class

Contact Us

Description

The Citrix XenApp and XenDesktop Help Desk Support course provides help desk representatives with the skills required to effectively troubleshoot and resolve user issues faster, prevent issues from reoccurring and use the proper consoles during troubleshooting to quickly determine the root cause of user issues within a XenApp or XenDesktop 7.x environment.
Students will leave class with the ability to troubleshoot user issues, including interpreting user needs, asking the proper questions to resolve common issues, and applying documentation practices when troubleshooting to ensure a smooth transition when escalation is necessary.

Bring This Course To You

For groups of 5 or more, let Intertech bring this course to your location. Customized versions tailored towards your objectives are also available.

Learn More

Learning Objectives

Upon successful completion of this course, learners are able to:

  • Complete help desk tickets thoroughly with the appropriate documentation
  • Troubleshoot and resolve issues within their scope in a timely manner
  • Escalate issues that are out of scope to the appropriate team/individual
  • Ensure issues are fully resolved and steps are taken to prevent them from reoccurring
  • Think strategically and use the proper consoles during troubleshooting to quickly determine the root cause of a problem.

Audience

This course is intended for help desk representatives support XenApp and XenDesktop 7.x users.

Prerequisites

Before taking this course, Citrix recommends that students:

  • Have an understanding of server, desktop and application virtualization concepts
  • Take the free CXA-104 Citrix XenApp 7.6: Overview eLearning course

Course Outline

Module 1: Supporting XenApp and XenDesktop as a Help Desk Representative

  • XenApp and XenDesktop 7.x Architecture
  • XenApp and XenDesktop 7.x Infrastructure
  • Overview of the Help Desk

Module 2: Configuring Citrix Receiver and Using Citrix StoreFront

  • Authenticating to a XenApp or XenDesktop Environment
  • Understanding Citrix Receiver
  • Navigating Receiver
  • Troubleshooting Receiver Issues

Module 3: Researching Issues with Citrix Studio

  • Delegated Administration
  • Working with Machine Catalogs
  • Working with Delivery Groups
  • Understanding Citrix Policies
  • Understanding End-User Profiles
  • Troubleshooting Policies

Module 4: Printing in a XenApp and XenDesktop Environment

  • Printing Concepts
  • Architecture
  • Default Printing Behavior
  • Printer Provisioning
  • Citrix Universal Print Driver and Server
  • Troubleshooting Printing Issues

Module 5: Resolving Issues Using Citrix Director

  • Citrix Director
  • Viewing User Details
  • Interacting with the End User
  • Resolving End-User Issues
  • Monitoring with the Director Dashboard
  • Troubleshooting Director Issues

Free Resources from Intertech

Free On-Demand Video Bundle: IoT, Agile/Scrum, and Leadership

Free Whitepaper: Design and Code Review Checklist

Free eBook: Top Freeware Picks for Developers

X