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Citrix Virtual Apps and Desktops 7.x Help Desk Support

  • Course Code CXD-105
  • Duration 2 days

Additional Payment Options

  • GTC 24 inc. VAT

    GTC, Global Knowledge Training Credit, please contact Global Knowledge for more details

Virtual Learning Price


excl. VAT

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Course Delivery

This course is available in the following formats:

  • Company Event

    Event at company

  • Elearning (Self-paced)

    Self paced electronic learning

  • Public Classroom

    Traditional Classroom Learning

  • Virtual Learning

    Learning that is virtual

Request this course in a different delivery format.

Course Overview


The Citrix XenApp and XenDesktop Help Desk Support course provides the skills required to support end-users accessing virtual apps and desktops as part of a Citrix solution. In this course you will learn to use Citrix Director to interact with user sessions and to capture information for solving issues or escalating to the administration teams. Students will gain foundational knowledge about the XenApp and XenDesktop technology and an understanding of how components interact. Students will learn about each component, focusing on the common user related issues that may arise, and how to apply a methodical approach to solve them using real world scenarios.

This course is currently based on XenApp and XenDesktop 7.15 LTSR components

Virtual Learning

This interactive training can be taken from any location, your office or home and is delivered by a trainer. This training does not have any delegates in the class with the instructor, since all delegates are virtually connected. Virtual delegates do not travel to this course, Global Knowledge will send you all the information needed before the start of the course and you can test the logins.

Course Schedule

    • Delivery Format: Virtual Learning
    • Date: 03-04 September, 2020
    • Location: Virtual


    • Delivery Format: Virtual Learning
    • Date: 21-22 December, 2020
    • Location: Virtual


Target Audience


Help desk members or support teams who are new to XenApp and XenDesktop 7.x and are focused on supporting end users.

Course Objectives


After completing this course you should be able to:

  • Support end-users connecting to Virtual Apps and Desktops through Citrix Receiver
  • Use Citrix Director to gather information and interact with user sessions
  • Employ a methological approach to user related issues to minimize time to resolution
  • Understand the XenApp and XenDesktop solution and the role of the components
  • Solve or escalate end-user issues appropriately.

Course Content


Module 1: Fundamental Architecture for the Help Desk Role

  • Introduction to XenApp and XenDesktop
  • The Help Desk Role for XenApp and XenDesktop
  • Help Desk Support Methodology
  • Citrix Help Desk Priorities

Module 2: Citrix Director

  • Introduction to Citrix Director
  • Navigating the Director Console
  • Performing Typical Help Desk Actions

Module 3: End User Access

  • Access Methods
  • Authentication
  • Subscriptions, Favorites and Experience
  • Solving User Access Issues
  • Real World Troubleshooting Scenarios

Module 4: Citrix Receiver

  • Receiver Types
  • Receiver Deployment Methods
  • Solving User Issues with Citrix Receiver

Module 5: User Sessions

  • Defining User Sessions
  • Solving Session Related Issues

Module 6: Printing with User Sessions

  • Printer Types and Management
  • Solving Common Printer Related Issues

Module 7: Support

  • Citrix Help Desk Support Methodology
  • Solving Additional User Issues and Scenarios



Course Prerequisites


Attendees should meet the following prerequsites:

  • This course requires little to no previous experience with the 7.x version of the platform; however, Citrix recommends completing the free XenApp and XenDesktop Introduction bundle at

Test Certification


Recommended as preparation for the following exams:

  • There are no exams directly linked to this course

Follow on Courses


The following course is recommended for further study:

  • CXD-210 - Citrix XenApp and XenDesktop 7.1x Administration
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