Citrix XenApp and XenDesktop Helpdesk Support
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COURSE LENGTH: 2 Days

COURSE COST: $2000.00

COURSE TIMES: 10:00am - 5:00pm

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COURSE OVERVIEW

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.

AUDIENCE AND PREREQUISITES

This course is intended for helpdesk representatives that support XenApp and XenDesktop 7.x users.

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.
Take the free CXA-104 Citrix XenApp 7.6: Overview eLearning course.

  

*Course Cost listed does not include the cost of courseware or lunch. If you have any questions, please contact us (learn@vtec.org or 207-775-0244). Course is subject to minimum enrollment. Courses may run as a LDL - Live Distance Learning if minimum enrolled not met.

COURSE TOPICS:


After completing 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.

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 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

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