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Citrix XenApp and XenDesktop Help Desk Support (CXD150)


Course Overview

The Citrix XenApp and XenDesktop Helpdesk Support 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.

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 Catalogues [*]Working with Delivery Groups [*] Understanding Citrix Policies [*] Understanding End-User Profiles [*] Troubleshooting Policies [/list]

Module 4 : Printing in XenApp and XenDesktop Envrironment [*] Printing Concepts [*] Default Printing Behavior [*] Provisioning Printers [*] Citrix Universal Print Server and Printer Driver [*] Troubleshooting End-User Printing Issues [/list]

Module 5 : Resolving Issues using Citrix Director [list] [*] Citrix Director [*] Interacting with an End User [*] Resolving issues for the End User [*] Monitoring with the Director Dashboard [*] Troubleshooting Director Issues [/list][/list]

Who should attend

This course is intended for the following audience :

  • Helpdesk Representatives that support XenApp and XenDesktop 7.x users


Before taking this course, students should have obtained the following knowledge:

  • An understanding of server, desktop and application virtualization concepts.

Course Objectives

Upon successful completion of this course, students will be 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

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