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D105: Citrix Virtual Apps and Desktops 7.x Help Desk Support {CXD-105-1I} Course Outline

 (2 days)
Special Note to New Hampshire Residents
This course has not yet been approved by the New Hampshire Department of Education. Please contact us for an update on when the class will be available in New Hampshire.

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.

Who should enroll in this course?
This course is intended for help desk representatives support XenApp and XenDesktop 7.x users.

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.

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.

Course Length
2 days (ILT or vILT)
8 hour (eLearning)

Certification Preparation
Currently, there are no certifications related to this course.

Topic Outline

 Module 1: Supporting XenApp and XenDesktop as a Help Desk Representative
o XenApp and XenDesktop 7.x Architecture
o XenApp and XenDesktop 7.x Infrastructure
o Overview of the Help Desk
©2015 Citrix Systems, Inc. All rights reserved. Citrix®, XenDesktopTM and NetScalerTM are trademark of Citrix Systems, Inc. in the
United States and other countries. All other trademarks and registered trademarks are the property of their respective owners.

 Module 2: Configuring Citrix Receiver and Using Citrix StoreFront
o Authentication to a XenApp or XenDesktop Environment
o Understanding Citrix Receiver
o Navigating Receiver
o Troubleshooting Receiver Issues

 Module 3: Researching Issues with Citrix Studio
o Delegated Administration
o Working with Machine Catalogs
o Working with Delivery Groups
o Understanding Citrix Policies
o Understanding End-User Profiles
o Troubleshooting Policies

 Module 4: Printing in a XenApp and XenDesktop Environment
o Printing Concepts
o Architecture
o Default Printing Behavior
o Printer Provisioning
o Citrix Universal Print Driver and Server
o Troubleshooting Printing Issues

 Module 5: Resolving Issues Using Citrix Director
o Citrix Director
o Viewing User Details
o Interacting with the End User
o Resolving End-User Issues
o Monitoring with the Director Dashboard
o Troubleshooting Director Issues
View outline in Word


Attend hands-on, instructor-led D105: Citrix Virtual Apps and Desktops 7.x Help Desk Support {CXD-105-1I} training classes at ONLC's more than 300 locations. Not near one of our locations? Attend these same live classes from your home/office PC via our Remote Classroom Instruction (RCI) technology.

For additional training options, check out our list of XenDesktop Courses and select the one that's right for you.

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If you have high-speed internet and a computer you can likely take this class from your home or office.

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