Citrix XenApp and XenDesktop Help Desk Support

Course information
Price: SAR 4,388.00 Excl. VAT
Day(s): 2
Course Code: CXD-105
Delivery Method: Public Schedule

Overview

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.

Pre-Requisites

  • An understanding of server, desktop and application virtualization concepts
  • Take the free CXA-104 Citrix XenApp 7.6: Overview eLearning course.

Content

  • Module 1: Supporting XenApp and XenDesktop as a Help Desk Representative
  • XenApp and XenDesktop 7.x Architecture
  • XenApp and XenDesktop 7.x Infrastructure
  • Overview of the Help Desk
  • Module 2: Configuring Citrix Receiver and Using Citrix StoreFront
  • Authentication 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
  • Architecture
  • Default Printing Behavior
  • Printer Provisioning
  • Citrix Universal Print Driver and Server
  • Troubleshooting Printing Issues
  • Module 5: Resolving Issues Using Citrix Director
  • Citrix Director
  • Viewing User Details
  • Interacting with the End User
  • Resolving End-User Issues
  • Monitoring with the Director Dashboard
  • Troubleshooting Director Issues

Objectives

  • 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.

Target Audience

This course is intended for help desk representatives support XenApp and XenDesktop 7.x users

Other Delivery Methods

All Delivery Methods

Public Schedule Schedule
Course Details
12 Nov - 13 Nov, 2017 Cairo-Sheraton
19 Nov - 20 Nov, 2017 Dubai-Knowledge Village
17 Dec - 18 Dec, 2017 Burj Doha - West Bay

Key to symbols -

Course description

Download a PDF document of the complete course description: Citrix XenApp and XenDesktop Help Desk Support

Dates for all Delivery Methods
Date & Location Language Ver Delivery Method
November
12 Nov - 13 Nov, 2017 Cairo-Sheraton Public Schedule
19 Nov - 20 Nov, 2017 Dubai-Knowledge Village Public Schedule
December
17 Dec - 18 Dec, 2017
Burj Doha - West Bay
Public Schedule
All course dates
Date & Location Language Ver
November
20 Nov - 21 Nov, 2017 Mechelen (Zandvoortstraat 1) Public Schedule
20 Nov - 21 Nov, 2017 Zoetermeer (Centrum West 21) Public Schedule
20 Nov - 21 Nov, 2017 Belgia Public Schedule
20 Nov - 21 Nov, 2017 London - Old Broad Street Public Schedule
27 Nov - 28 Nov, 2017 RUEIL ATHENEE Public Schedule
January
04 Jan - 05 Jan, 2018 Nieuwegein (Iepenhoeve 5) Public Schedule
04 Jan - 05 Jan, 2018 Oslo, Global Knowledge Public Schedule
11 Jan - 12 Jan, 2018 RUEIL ATHENEE Public Schedule
February
01 Feb - 02 Feb, 2018 Nieuwegein (Iepenhoeve 5) Public Schedule
March
15 Mar - 16 Mar, 2018 Nieuwegein (Iepenhoeve 5) Public Schedule
April
05 Apr - 06 Apr, 2018 London - Old Broad Street Public Schedule
05 Apr - 06 Apr, 2018 RUEIL ATHENEE Public Schedule
23 Apr - 24 Apr, 2018 Zoetermeer (Centrum West 21) Public Schedule
May
07 May - 08 May, 2018 Oslo, Global Knowledge Public Schedule
24 May - 25 May, 2018 Nieuwegein (Iepenhoeve 5) Public Schedule
June
25 Jun - 26 Jun, 2018 London - Old Broad Street Public Schedule
28 Jun - 29 Jun, 2018 RUEIL ATHENEE Public Schedule
September
20 Sep - 21 Sep, 2018 RUEIL ATHENEE Public Schedule
December
13 Dec - 14 Dec, 2018 RUEIL ATHENEE Public Schedule

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