Overview
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
Versions covered
This course is currently based on Citrix Virtual Apps and Desktops 7.15 LTSR components
Is this course for me?
Built for experienced IT Professionals familiar with Citrix Virtual Apps and Desktops 7 in an on-premises environment moving to the Citrix Cloud and deploying their Citrix Virtual Apps and Desktops workloads on Microsoft Azure.
Prerequisites
Citrix course materials are only available to delegates in e-courseware format. Delegates will be provided with instructions on how to access their e-courseware on day one of the event. Those delegates who are attending via either virtual or extended classroom will be required to provide either three monitors (to view courseware, labs and instructor demos simultaneously) or two monitors and a mobile device. Delegates will be required to have an active TCC (Training.Citrix.com) account in order to access course materials and labs.
Please set up Your TCC account up in advance of the course using the following link:
https://www.citrix.com/welcome/create-account/create-account-form.html
Please note: It is highly recommended that the delegate uses a personal email address (rather than company email) to set up their TCC account.
Should you encounter any issues in setting up your TCC account please ensure that you raise this directly with Citrix in advance of your event by visiting http://training.citrix.com then on the home page click, Help, then select Classroom Support, and submit a Critical or High priority request notifying Citrix of the course start date.
Please note: In order to access your courseware and labs you will need a device with a Multi-factor Authenticator app that supports Time-based One-Time Password (TOTP). Several are available including Citrix SSO, Google Authenticator, Microsoft Authenticator, etc.
Technical prerequisites
This course requires little to no previous experience with the 7 version of the platform; however, Citrix recommends completing the free Citrix Virtual Apps and Desktops Introduction bundle at training.citrix.com.
Delegates will learn how to
- How to support end-users connecting to Citrix Virtual Apps and Desktops through Citrix Receiver
- 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
Outline
Module 1: Fundamental Architecture for the Help Desk Role
- Introduction to Citrix Virtual Apps and Desktops
- The Help Desk Role for Citrix Virtual Apps and Desktops
- 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
Frequently asked questions
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Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
How do QA’s virtual classroom courses work?
Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.
We use the WebEx video conferencing platform by Cisco. Before you book, check that you meet the WebEx system requirements and run a test meeting (more details in the link below) to ensure the software is compatible with your firewall settings. If it doesn’t work, try adjusting your settings or contact your IT department about permitting the website.
Learn more about our Virtual Classrooms.
How do QA’s online courses work?
QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.
All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.
Learn more about QA’s online courses.
When will I receive my joining instructions?
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When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.