Citrix Virtual Apps and Desktops 7.x Help Desk Support

2 days


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 XenApp and XenDesktop 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.


Built for help desk members whom are new to XenApp and XenDesktop 7.x and are focused on supporting end users.

Potential students include help desk members, service desk members, and others who focus on solving user issues with XenApp and XenDesktop in a supporting role.

Skills Gained

  • How to support end-users connecting to 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 XenApp and XenDesktop solution and the role of the components


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

Course Outline

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

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

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Upcoming Dates

  • GREEN This class is Guaranteed To Run.
  • SPVC - Self-Paced Virtual Class.
  • Click a Date to Enroll.
Course Location Days Cost Date
Midlands Birmingham2 1500 £1500 2019-12-23
London London2 1500 £1500 2019-12-23
London London2 1500 £1500 2020-01-02
London London2 1500 £1500 2020-01-02
Manchester Manchester2 1500 £1500 2020-01-14
London London2 1500 £1500 2020-02-27
London London2 1500 £1500 2020-02-27
London London2 1500 £1500 2020-05-06
London London2 1500 £1500 2020-05-06