Virtualization Training

CXD-105

Citrix XenApp and XenDesktop Help Desk Support

Duration: 2 Days

Who should attend:

This two-day course is intended for helpdesk representatives that need to support XenDesktop 7 app and desktop users. 

Dates
An individual course planning is possible for this kind of course. If you would like to know more about this course please either call us on +43 (0)1 70795380 or send an email to info_at@flane.com.
Certification

Currently, there are no Certifications relating to this course.   

Preparatory Recommendations

Before taking this course, Citrix recommends that students:

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

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. 

Key SKills

 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
Topic Outline

Provided is the topic outline for the Citrix XenApp and XenDesktop Help Desk Support course:

 
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 

  • Authentication 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 
Further information

If you would like to know more about this course please contact us