Citrix Virtual Apps and Desktops 7 Help Desk Support

Price: $2,391.00 (ex. GST)
Code: CWS-115
Duration: 2 days
Location: Virtual Classroom (AEST)
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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.

Learning Objectives

Gain pivotal skills in supporting Citrix Virtual Apps and Desktops 7 through understanding its architecture, utilizing Citrix Director for monitoring and troubleshooting, and ensuring efficient end-user access and experience.

  • Comprehend the fundamental architecture of Citrix Virtual Apps and Desktops 7 and its deployment models to support help desk operations.
  • Define the role and goals of the help desk in the context of Citrix environments, adopting an effective problem resolution methodology.
  • Navigate and utilize Citrix Director for monitoring user sessions, applications, and desktops, and perform common troubleshooting tasks.
  • Facilitate secure and efficient end-user access by understanding the components involved in the access and user layers.
  • Deploy and support Citrix Workspace app, ensuring seamless application delivery and authentication processes.
  • Understand the FlexCast model to support various user scenarios and manage the app and desktop launch process effectively.
  • Manage and troubleshoot user sessions, incorporating knowledge of user profiles and HDX technologies for optimal performance.
  • Grasp the fundamentals of Citrix printing, including core components and support strategies, to resolve common printing issues.
  • Enhance problem-solving skills by applying structured methodologies for identifying, diagnosing, and resolving issues within the Citrix infrastructure.
  • Cultivate the ability to provide high-quality support and improve user satisfaction by minimizing downtimes and ensuring a consistent and reliable workspace environment.


CWS-115: Citrix Virtual Apps and Desktops 7 Help Desk Support is a course designed for IT professionals who provide frontline support and troubleshooting for Citrix environments.

  • Help Desk Technicians
  • Technical Support Representatives
  • Citrix Administrators
  • Systems Administrators
  • Service Desk Analysts
  • IT Support Specialists
  • Network Engineers
  • IT Operations Personnel
  • Desktop Support Personnel
  • Citrix Consultants
  • Systems Engineers
  • Infrastructure Support Personnel


To ensure that you can fully benefit from the CWS-115: Citrix Virtual Apps and Desktops 7 Help Desk Support course, the following prerequisites are recommended:

  • Basic understanding of computing concepts, including desktop operations, basic networking, and basic virtualization.
  • Familiarity with Windows Server and Desktop operating systems.
  • An awareness of the concepts of end-user support and help desk operations.
  • Knowledge of general office productivity software (e.g., Microsoft Office).

Please note that while these prerequisites will help you grasp the course material more effectively, our trainers are equipped to provide guidance and support to participants with varying levels of prior experience.

  • Citrix Site Infrastructure and Deployment Models
  • The Help Desk Role in the Fundamental Architecture
  • Problem Resolution Methodology
  • The Help Desk Role Goals
  • ¬†Citrix Director Role and Purpose
  • Access to Director for Help Desk Administrators
  • Common Director Monitoring Tasks
  • Common Help Desk Administrator Troubleshooting Tasks
  • End User Access Overview
  • Components in the Access and User Layers
  • Support End User Access
  • ¬†Workspace App Types
  • Deploying Citrix Workspace app
  • Pass though Authentication
  • Supporting Citrix Workspace App
  • FlexCast Architecture
  • User Sessions
  • App and Desktop Launch Process
  • Supporting the App and Desktop Launch Process
  • User Profiles
  • HDX Technologies
  • Supporting User Sessions
  • Introduction to Printing
  • Printing Components Overview
  • Supporting Printing


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