Training offering

XenApp and XenDesktop 7.1x Help Desk Support


Price £1,495 before tax
Length: 2 Days
Lunch : Included
Courseware : Included
Course code: CTX_CXD-105
Delivery Type Classroom

Session dates

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Date Location
  • London - Dowgate Hill
    £1,495 before tax
This training is also available as onsite training. Feel free to contact us for more information.


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.

Note: Both Instructor-Led Training and Self Paced Online versions of this course replace CXD-104I: Citrix XenDesktop 7 Helpdesk Support.


Upon successful completion of this course, learners are able to:

  • 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. 


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.


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

Before taking this course, Citrix recommends that students:

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


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

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