When SDI’s Service Desk Analyst of the Year 2026 Michael Montgomery first got involved with the SDI Awards, winning wasn’t on his radar.
In fact, entering wasn’t even the plan.
Fast forward to Spark26 and Michael found himself standing on stage as the winner of the SDI Service Desk Analyst of the Year 2026 Award! An achievement that not only recognised his own contribution but also shone a spotlight on the opportunities available within Wanstor and the wider service desk profession.
We caught up with Michael to reflect on the experience, the lessons learned, and what he’d say to anyone thinking about entering the SDI Awards in the future.
“Go Big or Go Home”
Surprisingly, Michael’s journey began not with an application, but with a volunteer opportunity.
“Wanstor sent out a company-wide invitation to help with the SDI Awards submissions, so I volunteered to join the committee,” he explains. “It was only then that I discovered I’d actually been shortlisted for an individual award.”
While the nomination came as a surprise, the support around him helped turn uncertainty into confidence.
“Working alongside people who had experience with previous submissions made a huge difference. Their knowledge and guidance gave me the confidence to embrace the process. At that point, it became a case of ‘go big or go home’.”
The Perfect Venn Diagram
Despite the recognition he was already receiving, Michael admits he never viewed himself as someone who would naturally enter a competition of this calibre.
“I wouldn’t have entered myself into a pedigree competition like this,” he says. “Being relatively new to IT and thinking I could stand shoulder-to-shoulder with experienced professionals from around the world seemed to be the perfect Venn diagram of ignorance and hubris.”
The comment is delivered with characteristic humour, but it highlights a feeling many service desk professionals can relate to: the belief that you’re not quite ready.
Looking back, Michael sees things differently.
“What I learned is that these awards aren’t simply about years of experience. They’re about the impact you’re making, the difference you’re creating, and the value you’re delivering.”
A Process That Challenges You
One of the biggest surprises was how rewarding the awards process itself turned out to be.
“The whole experience was professional, friendly and incredibly well organised. Expectations were always clear, communication was regular, and I always felt comfortable asking questions whenever I needed to.”
For Michael, one of the most valuable aspects was the opportunity to reflect on his achievements.
“Trying to condense nearly a year’s worth of work into a coherent story was challenging. It forced me to think critically about what I’d accomplished, what had worked, and why it mattered.”
That process of reflection became a reward in its own right.
“It’s a fantastic exercise for anyone on a service desk. I’d recommend it regardless of whether you think you’ll win.”
Learning from the Best
Beyond the written submission, the interview stage left a lasting impression.
“Meeting judges Roman Jouravlev from Peoplecert and Lynne Nash during the in-person virtual video interview was a real highlight. Watching how they listened, asked questions and guided the conversation was a masterclass.”
The experience reinforced something Michael values deeply about the service management profession: the willingness of people to share knowledge and help others grow.
A Win for the Whole Team
While the award bears one person’s name, Michael is quick to point out that the celebration belongs to far more than just him.
“The team are absolutely celebrating. Everyone’s pulled together throughout this journey, and I’m incredibly grateful for their support.”
The experience has also inspired him to help others pursue similar opportunities.
“I’ve already offered to help colleagues who want to put themselves forward in the future. I’d love to see more people from our team recognised.”
Beyond the immediate team, Michael hopes the award highlights the career opportunities available within Wanstor.
“One thing Wanstor has always said is that you can build a complete IT career here. My hope is that this award helps demonstrate that and attracts more talented people to join us.”
Wanstor’s Leonard Cheshire support team
More Than Just a Trophy
Ask Michael whether entering the SDI Awards was worth it and the answer comes quickly.
“Absolutely.”
But for him, the value extends far beyond the moment his name was announced.
“It’s the sum of all the parts. The written submission, the interview process, attending Spark26, networking, learning from others, the confidence boost, and the career development opportunities that come afterwards.”
Most importantly, the experience changed how he thinks about his own potential.
“It teaches you not to put artificial limits on yourself. Sometimes it’s worth aiming much higher than you think you’re ready for.”
Advice for Future Entrants
For service desk professionals considering an SDI Awards submission in 2027, Michael has a simple message:
“Identify what makes you unique.”
Every service desk, every analyst and every team has something that sets them apart.
“Think about how that uniqueness contributes to a better customer experience and how it aligns with service management best practices. Then let the results speak for themselves.”
And for those who still aren’t sure they’re ready?
Michael smiles.
“Enter anyway.”
After all, that’s exactly what someone once told the future Service Desk Analyst of the Year.
For more on how to enter watch this webinar either live or on demand:
