IT TRAINING

Citrix CXD-105 – XenApp and XenDesktop – Helpdesk Support

In this course you will acquire the knowledge and skills required to troubleshoot end user problems, prevent recurrence for these issues as well as to propperly use consoles during troubleshooting to determine the root cause of the issue.

Who needs to attend

Who needs to attend?
This course is aimed at anyone whose responsibilities include offering support XenDesktop 7 app and desktop users.

what you will learn

What you will learn
Upon completion you will know how 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

Prerequisites

Prerequisite
Students need to have:

An understanding of server, desktop, and application virtualization concepts
Take the free CXD-102 Introduction to Citrix XenDesktop 7 e-Learning course
Take the free CXA-104 Citrix XenApp 7.6: Overview e-Learning course

Course outline

Course Outline

1. Supporting XenApp and XenDesktop as a Helpdesk Representative

XenApp and XenDesktop Architecture
XenApp and XenDesktop Infrastructure
Helpdesk Overview

2. Configuring Citrix Receiver and Using Citrix StoreFront

Authenticating to a XenApp or XenDesktop Environment
Understanding Citrix Receiver
Navigating Receiver
Troubleshooting Receiver Issues

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

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

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

Follow on
There are no follow-ons for this course.

Certification programs
There are no certifications associated with this course.