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The Citrix XenApp and XenDesktop Helpdesk Support eLearning course provides Helpdesk representatives with the skills required to effectively troubleshoot and resolve end 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 environment.
Students will leave class with the ability to complete helpdesk tickets thoroughly, 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.

Upon successful completion of this course, learners are able to:
  • Complete helpdesk tickets thoroughly with the appropriate documentation
  • Troubleshoot and resolve XenApp and XenDesktop issues within their scope in a timely manner
  • Escalate issues that are out of scope to the appropriate team/individual
  • Think strategically and use the proper consoles during troubleshooting to quickly determine the root cause of a problem
Before taking this course, Citrix recommends that students have an understanding of server, desktop and application virtualization concepts, take the free CXD-102 Introduction to Citrix XenDesktop 7 eLearning course and take the free CXA-104 Citrix XenApp 7.6: Overview eLearning course. 

Course Outline

Module 1: Supporting XenApp and XenDesktop as a Helpdesk Representative
XenApp and XenDesktop Architecture
XenApp and XenDesktop Infrastructure
Helpdesk Overview
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
Default Printing Behavior
Provisioning Printers
Citrix Universal Print Server and Printer Driver
Troubleshooting End-User Printing Issues
Module 5: Resolving Issues Using Citrix Director
Citrix Director
Interacting with an End User
Resolving Issues for the End User
Monitoring with the Director Dashboard
Troubleshooting Director Issues

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Citrix XenApp and XenDesktop Help Desk Support
  • Course ID:
  • Duration:
    2 days
  • Price:
  • Date:
    Thursday 2/22/2018
  • Time:
    10:00 am ET to 5:00 pm ET
  • Location: