Description

This curriculum spans the full incident lifecycle of data recovery operations in a service desk environment, comparable in scope to an internal capability program that integrates technical recovery procedures, cross-team coordination protocols, and compliance-aligned documentation practices across on-premises, cloud, and hybrid systems.

Module 1: Incident Triage and Classification in Data Loss Scenarios

Determine whether a reported data loss event stems from user error, system failure, malware, or hardware malfunction based on initial user input and log review.
Classify incidents using a severity matrix that accounts for data criticality, number of affected users, and recovery time objectives (RTOs).
Decide when to escalate to specialized recovery teams versus resolving within the service desk using standard tools.
Validate user-reported deletion timestamps against file system metadata and backup snapshots to establish accurate recovery points.
Assess whether shadow copies are available and uncorrupted before recommending System Restore or Volume Shadow Copy Service (VSS) recovery.
Document the incident with precise technical details to support root cause analysis and prevent recurrence.
Balance urgency of recovery against forensic preservation needs in suspected malicious deletion cases.

Module 2: Backup Infrastructure Assessment and Readiness

Verify the operational status and last successful run of endpoint and server backup jobs before initiating recovery procedures.
Identify which backup solution (e.g., Veeam, Commvault, Microsoft 365 Backup) applies to the affected system or data source.
Check retention policies to confirm whether the required recovery point falls within the available backup window.
Validate backup integrity by reviewing job logs for warnings such as skipped files or inconsistent snapshots.
Determine if incremental or differential backups require chaining to a full backup for complete restoration.
Assess whether encryption keys or passwords are required to access protected backup archives.
Coordinate with infrastructure teams to restore entire volumes when file-level recovery is impractical due to corruption.

Module 3: File System and Storage Recovery Techniques

Use native tools like Windows File Recovery or TestDisk to recover files from formatted or corrupted drives when backups are unavailable.
Decide between RAW recovery and signature-based scanning based on file system damage and data type.
Map logical drive structures to physical partitions when dealing with RAID or disk imaging scenarios.
Recover data from unallocated space or MFT entries using forensic disk analysis tools like FTK Imager or R-Studio.
Evaluate the risk of overwriting data when writing recovery output to the same physical drive.
Handle file permission and ownership restoration post-recovery to maintain access control integrity.
Reconstruct directory hierarchies when folder structures are lost but file content remains recoverable.

Module 4: Cloud and SaaS Data Recovery Procedures

Navigate Microsoft 365 retention policies to recover deleted emails, SharePoint files, or OneDrive documents within the 93-day recycle window.
Determine whether a user’s deleted Teams chat history can be restored via eDiscovery or administrator-level purges.
Use native admin portals to restore entire user mailboxes or site collections after accidental deletion.
Identify third-party backup tools when native SaaS recovery options are insufficient or lack version history.
Validate multi-factor authentication status before initiating sensitive data restoration to prevent unauthorized access.
Reconcile version conflicts when multiple users modified cloud files during an outage or sync failure.
Assess legal hold status before allowing deletion or restoration of cloud-stored regulated data.

Module 5: Email and Messaging Recovery Operations

Restore individual emails from Exchange mailbox backups using granular recovery tools like Recovery Database (RDB).
Recover public folder content in legacy Exchange environments where replication may be outdated.
Extract PST files from backup archives and remap them to user profiles with correct permission sets.
Address calendar and contact recovery inconsistencies due to offline Outlook data (.ost) corruption.
Recover deleted Teams or Slack messages using administrator export tools or third-party archiving solutions.
Verify message integrity post-recovery by checking timestamps, attachments, and read/unread status.
Handle litigation hold requirements when restoring emails for users under investigation.

Module 6: Disaster Recovery Coordination and Escalation

Initiate declared disaster protocols when multiple users or critical systems experience simultaneous data loss.
Coordinate with DR team to activate alternate recovery sites when primary storage is inaccessible.
Validate failover status of replicated systems before attempting data restoration from secondary locations.
Manage user expectations by providing realistic recovery timelines based on data volume and infrastructure constraints.
Document all recovery actions for audit purposes during declared incidents.
Escalate storage array-level corruption to vendor support with logs and diagnostic outputs.
Preserve forensic images of failed drives before hardware replacement or disposal.

Module 7: Data Integrity and Validation Post-Recovery

Verify file checksums or hash values when recovering critical data to confirm integrity.
Test recovered application data (e.g., databases, configuration files) in a non-production environment before release.
Compare recovered file versions against known good copies or prior backups to detect corruption.
Rebuild application-specific indexes or metadata after restoring database files.
Address orphaned files or broken links in shared drives after partial recovery.
Monitor application performance post-recovery to detect latent corruption or missing dependencies.
Obtain user sign-off confirming restored data meets functional and completeness requirements.

Module 8: Governance, Compliance, and Audit Readiness

Apply data classification labels to recovered files to maintain compliance with retention policies.
Log all recovery activities in the ticketing system with timestamps, tools used, and personnel involved.
Enforce role-based access to recovery tools to prevent unauthorized data restoration or exposure.
Align recovery actions with GDPR, HIPAA, or other regulatory requirements for data handling.
Retain recovery logs and audit trails for the duration specified in organizational policy.
Report recurring data loss incidents to information security for policy or training review.
Conduct post-incident reviews to update recovery runbooks based on lessons learned.

Module 9: User Communication and Change Management

Draft clear recovery status updates using non-technical language for affected users and stakeholders.
Set expectations about data loss that cannot be recovered due to backup gaps or retention limits.
Deliver recovery results with instructions for verifying content and reporting discrepancies.
Identify training gaps when user error is the root cause and coordinate with L&D teams.
Document user feedback on recovery process effectiveness for service improvement.
Manage communication during extended outages with scheduled status bulletins.
Escalate persistent user data management issues to department leads for behavioral intervention.