Cloud Computing and Virtualisation

CWS-115 Citrix Virtual Apps and Desktops 7 Help Desk Support

  • Length 2 days
Course overview
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Why study this course

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.

This course is currently based on Citrix Virtual Apps and Desktops 7 1912 LTSR components.

Please note:

  • Citrix provides students with electronic courseware for all Citrix authorised training courses. Students who have a confirmed booking will be sent an email prior to the course start date, with a link to create an account via before they attend their first day of class. This will ensure they have access to all Citrix authorised training content on day one of their booked Citrix course.

  • This course does not include an exam or exam voucher.

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By submitting an enquiry, you agree to our privacy policy and receiving email and other forms of communication from us. You can opt-out at any time.

What you’ll learn

  • 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 minimise time to resolution

  • An understanding of the Citrix Virtual Apps and Desktops solution and the role of the components

Citrix at Lumify Work

Citrix provides server, application and desktop virtualisation, networking, software as a service, and cloud computing technologies. Lumify Work is the most experienced provider of Citrix training in Australia with 15 years as a Citrix CALC (Citrix Authorised Learning Center).

Stay ahead of the technology curve

Don’t let your tech outpace the skills of your people

Quality instructors and content

Expert instructors with real world experience and the latest vendor-approved in-depth course content.

Partner-Preferred Supplier

Chosen and awarded by the world’s leading vendors as preferred training partner.

Ahead of the technology curve

No matter your chosen technologies or platforms, we can help you stay one step ahead.

Who is the course for?

This course is built 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.

We can also deliver and customise this training course for larger groups – saving your organisation time, money and resources. For more information, please contact us on 1800 U LEARN (1800 853 276)

Course subjects

Module 1: Fundamental Architecture for the Help Desk Role

  • Citrix Site Infrastructure and Deployment Models

  • The Help Desk Role in the Fundamental Architecture

  • Problem Resolution Methodology

  • The Help Desk Role Goals

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

  • Citrix Director Role and Purpose

  • Access to Director for Help Desk Administrators

  • Common Director Monitoring Tasks

  • Common Help Desk Administrator Troubleshooting Tasks

Module 3: Providing and Troubleshooting End User Access

  • End User Access Overview

  • Components in the Access and User Layers

  • Support End User Access

Module 4: Citrix Workspace App

  • Workspace App Types

  • Deploying Citrix Workspace app

  • Pass though Authentication

  • Supporting Citrix Workspace App

Module 5: App and Desktop Launch

  • FlexCast Architecture

  • User Sessions

  • App and Desktop Launch Process

  • Supporting the App and Desktop Launch Process

Module 6: HDX Session - User Experience

  • User Profiles

  • HDX Technologies

  • Supporting User Sessions

Module 7: Printing

  • Introduction to Printing

  • Printing Components Overview

  • Supporting Printing


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

Terms & Conditions

The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

Request Course Information

By submitting an enquiry, you agree to our privacy policy and receiving email and other forms of communication from us. You can opt-out at any time.