Training: Citrix Virtual Apps and Desktops 7 Help Desk Support

Ref. CIT-CWS-115

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Duration:

2

days

Exam:

Not certifying

Level:

Fundamental

Funding:

Temptraining

ITTA | Trainings | IT Pro | Systems and Networking | Citrix Virtual Apps and Desktops 7 Help Desk Support

Description

Learn 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 team. Gain foundational knowledge about the Citrix Virtual Apps and Desktops technology and an understanding of how components interact. You will learn about each component focusing on common user related issues that may arise, and how to apply a methodical approach to solve them using real world scenarios. By the end of the course, you will be able to solve or escalate end-user issues appropriately

Participant profiles

For those supporting a Citrix Virtual Apps and Desktops solution in a help desk or service desk capacity
An ideal candidate for this course interacts with end users to troubleshoot and resolve issues

Objectives

How to support end-users connecting to Citrix Virtual Apps and Desktops through Citrix Workspace App
How to use Citrix Director to gather information and interact with user sessions
A methodology to approach user related issues to minimize time to resolution
An understanding of the Citrix Virtual Apps and Desktops solution and the role of the components

Prerequisites

This course requires little to no previous experience with Citrix Virtual Apps and Desktops

Course content

Module 1: Fundamental Architecture for the Help Desk Role

Lesson 1: Citrix Site Infrastructure and Deployment Models
Lesson 2: The Help Desk Role in the Fundamental Architecture
Lesson 3: Problem Resolution Methodology
Lesson 4: The Help Desk Role Goals

Module 2: Citrix Director and its role in Help Desk Support

Lesson 1: Citrix Director Role and Purpose
Lesson 2: Access to Director for Help Desk Administrators
Lesson 3: Common Director Monitoring Tasks
Lesson 4: Common Help Desk Administrator Troubleshooting Tasks

Module 3: Providing and Troubleshooting End User Access

Lesson 1: End User Access Overview
Lesson 2: Components in the Access and User Layers
Lesson 3: Support End User Access

Module 4: Citrix Workspace App

Lesson 1: Workspace App Types
Lesson 2: Deploying Citrix Workspace app
Lesson 3: Pass though Authentication
Lesson 4: Supporting Citrix Workspace App

Module 5: App and Desktop Launch

Lesson 1: FlexCast Architecture
Lesson 2: User Sessions
Lesson 3: App and Desktop Launch Process
Lesson 4: Supporting the App and Desktop Launch Process

Module 6: HDX Session – User Experience

Lesson 1: User Profiles
Lesson 2: HDX Technologies
Lesson 3: Supporting User Sessions

Module 7: Printing

Lesson 1: Introduction to Printing
Lesson 2: Printing Components Overview
Lesson 3: Supporting Printing

Documentation

Digital courseware included

Lab / Exercises

Official Citrix labs and exercices

Complementary courses

Temptraining funding

ITTA is a partner of Temptraining, the continuing education fund for temporary workers. This training fund can subsidize continuing education for anyone who works for an employer subject to the Collective Work Agreement (CCT) Rental of services.